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After reading Chapter 14 in the course textbook, discuss The Role of Technology in Customer Experience.
Please ensure the initial post and two response posts are substantive. Substantive posts will do at least TWO of the following:
· Ask an interesting, thoughtful question pertaining to the topic
· Expand on the topic, by adding additional thoughtful information
· Answer a question posted by another student in detail
· Share an applicable personal experience
· Provide an outside source
· Make an argument
At least one scholarly (peer-reviewed) resource should be used in the initial discussion thread. Please ensure to use information from your readings and other sources from the UC Library. Use APA references and in-text citations.IT STraTegy:
ISSueS and PracTIceS

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IT STraTegy:
ISSueS and PracTIceS

T h i r d E d i t i o n

James D. McKeen
Queen’s University

Heather A. Smith
Queen’s University

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Library of Congress Cataloging-in-Publication Data

McKeen, James D.
IT strategy: issues and practices/James D. McKeen, Queen’s University, Heather A. Smith,
Queen’s University.—Third edition.
pages cm
ISBN 978-0-13-354424-4 (alk. paper)
ISBN 0-13-354424-9 (alk. paper)
1. Information technology—Management. I. Smith, Heather A. II. Title.
HD30.2.M3987 2015

ISBN–10: 0-13-354424-9
ISBN–13: 978-0-13-354424-4

10 9 8 7 6 5 4 3 2 1


Preface xiii

About the Authors xxi

Acknowledgments xxii

Section I Delivering Value with IT 1

Chapter 1 DeVelopIng anD DelIVerIng on The IT Value
propoSITIon 2
Peeling the Onion: Understanding IT Value 3

What Is IT Value? 3

Where Is IT Value? 4

Who Delivers IT Value? 5

When Is IT Value Realized? 5

The Three Components of the IT Value Proposition 6
Identification of Potential Value 7
Effective Conversion 8
Realizing Value 9

Five Principles for Delivering Value 10
Principle 1. Have a Clearly Defined Portfolio Value Management

Process 11

Principle 2. Aim for Chunks of Value 11

Principle 3. Adopt a Holistic Orientation to Technology Value 11

Principle 4. Aim for Joint Ownership of Technology Initiatives 12

Principle 5. Experiment More Often 12

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