Gigaom paper: Customer-driven infrastructure: building future-ready consumer applications

The days when IT could tell end users what kinds of computing gear to purchase and use ended sometime in the 1990s, but for many years afterwards IT retained a stranglehold on the deployment and maintenance of enterprise infrastructure, corporate-wide applications, and building data centers. Those days are quickly becoming another memory for IT departments, who have seen the evolution of customer-facing applications and the Web- and cloud-based worlds that have arisen. These apps are changing the way that IT delivers its services, builds its enterprise architectures and selects its systems.

In a paper I recently wrote for Gigaom (reg. req.), I suggest ways to evaluate technology decisions from the perspective of customer experience and suggest metrics that can help businesses justify and benchmark the success of their future IT investments.

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