Large Language Models Should Not Be a Maslow’s Hammer
When all you have are large language models (LLMs), everything looks like a prompt. Enterprises must avoid falling into the trap of the law of the instrument, a.k.a. Maslow’s Hammer.
Customer Relationship Management or Customer Service Management?
- Andrew Cooper
- Strategy & Transformation
Balancing customer relationship management (CRM) and customer service management (CSM) systems is crucial for improving organisational efficiency and customer satisfaction.
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Modernising the Legacy Systems Portfolio
Legacy systems are typically challenging for CIOs – they often support critical business processes; they are expensive to replace and increasingly don’t meet business needs. As a result, they have been historically placed into the too hard basket. CIOs with significant legacy issues need to develop a deliberate strategy to address these challenges, rather than the squeaky wheel approach.
ERP Failure and Lessons in Focus
In November 2023, IBRS published an article titled ‘The Top Reasons Why ERP Projects Fail – Lessons From the Front’, which explored the top seven reasons why ERP projects fail and how to mitigate them. In the short time since, we have seen the reporting of a number of high profile ERP projects that have been abandoned with costs in the 70–200 million dollar range.
It is timely to look back, so this article will advise on reinforcement and subsequent advice that can be offered today as a result.
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