Creating more value for your customer, and generating more value from your customer, is the responsibility of the entire organization, not just the customer-touching units such as sales. What happens back in the supply chain, hidden from the customers view, must be part of a customer-centered strategy. And, as with any business process today, technology will be involved. To succeed, companies must manage business and technology as one. They need a management framework that converges the management of business and technology in every part of the organization to optimize customer value. The Business Technology Management Framework offers this, in particular a strategic enterprise architecture. Consisting of a business architecture and a technology architecture, it enables scenario planning and predictive modeling, which lead to wise investments. This is customer-centered convergence.
