For all the talk of technology's benefits, there's surprisingly little dialogue on the specifics of making it work. Everything you read and hear says: "Build a Web site." "Implement a contact management system." Or: "Publish an e-mail newsletter." But rarely are you given details on how to do it.

At the same time, companies that spend millions on technology wonder why utilization isn't higher. Fund companies invest heavily in their Web sites, broker/dealers build sophisticated back-office automation tools, and software developers continue to crank out more creative, more "feature-rich" programs every single day.

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