The New Reality for Customer Engagement
How the survey was done: CIO Insight designed the business process survey together with Advantage Business Research Inc. (advantageresearch.com), a Lake Success, N.Y.-based supplier of custom research services. IT executives gathered from a number of sources, including third-party lists and other Ziff Davis Media publications, were invited to participate in the study by e-mail. The questions were posted on a password-protected Web site, and 357 qualified respondents (172 from companies with 1,000 employees or more, and 185 from companies between 50 and 999 employees) replied from July 16 to July 23, 2002. All qualified respondents described themselves as knowledgeable or very knowledgeable about their company's business processes, and held one of the following titles: CIO, chief technology officer, senior and executive vice president of information technology or information services, vice president of information technology or information services, or vice president of IT strategy, planning, networking or communications.
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