What's behind that 'single face'?
The vaunted goal of a "single face to the customer" can be overplayed, in the view of Craig Flower, if, in gaining that, you lose the flexibility to deal with customers how they want to be dealt with. Flower should know. As VP and group information officer of Hewlett-Packard's eBusiness, Customer & Sales Operations (ECO) group, he is deeply involved in its integrated e-Busin...