Since the second half of the 1990s, IBM has led the way in formulating and deploying an extensive new fabric of processes and tools which allows them to operate efficiently as a truly global company. One such global business process has been Customer Relationship Management (CRM), which consists of an array of processes that streamline all the activities between IBM and its customers across markets, product lines, and locations. This chapter identifies some key limitations of the conventional management approaches. Heidegger's ideas on modern technology — denoted by the German word Gestell — are then used to shed new light on the essence of infrastructure.
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