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Well-known CRM analyst and thought leader, Denis has made contributions to our thinking about cloud computing, CRM, social media, analytics and mobility. He runs the Beagle Research Group, LLC and is the author of "Solve for the Customer", "You Can't Buy Customer Loyalty, But You Can Earn It", and recently, "The Age of Sustainability". He frequently contributes to this and other outlets. Check out, and

4 responses to “IT’s Ethical Dilemma”

  1. Rick Bullotta

    It’s not an entirely new dilemma…

    There is nothing more difficult to carry out, nor more doubtful of success, nor more dangerous to handle, than to initiate a new order of things. For the reformer has enemies in all those who profit by the old order, and only lukewarm defenders in all those who would profit by the new order, this lukewarmness arising partly from fear of their adversaries, who have the laws in their favour; and partly from the incredulity of mankind, who do not truly believe in anything new until they have had the actual experience of it.

    Niccolo Machiavelli (1469 – 1527)

    1. studentforce

      Wow … Denis Pombriant and Machiavelli. Are we going to be referring to situations as Denis describes as ‘Pombriant-ian’ ??

  2. End of the Beginning : Enterprise Irregulars

    […] “IT’s Ethical Dilemma” I wrote about the challenge of having a new product and selling the old one.  If the new product […]

  3. studentforce

    ‘IT’s Ethical Dilemma’ is going to play itself out in Higher Ed in the very near future. The looming student debt crisis ( and the mandates being placed on universities to report outcomes while lowering costs will eventually shine a light on why IT is supporting 20 year old software at a cost of 20+% of its purchase/license costs. That means inefficient on premise SW will have to be replaced by multi tenant cloud based platforms that will increase efficiency, lower costs and deliver greater value to users.

    So, what is stopping that from happening already?

    Another area to discuss is the Publisher’s Dilemma – specifically Textbook publishers. According to the President of McGraw Hill Education as of August 2012 only 3% of those who can access and effectively use eTextbooks actually do so.

    Both dilemma’s affect who has the opportunity to go to school; what school costs and what the cost to society and our economy is over the long haul.

    Thanks for this post Denis.