Pov

Software cannot resolve process choices the business refuses to make

ERP and CRM programs become expensive when technology is expected to substitute for decisions on process, data and ownership.

2026 1 min read Author: KeynesMoore

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Focus

The operating model defines ownership, capabilities, interfaces and decision authority across security and the business.

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Strategic challenges

The challenge is separating meaningful improvements in capability from interfaces that add novelty, friction or unnecessary cognitive load.

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POV

Paid search should account for incrementality and customer economics, not accept platform attribution at face value.

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Strategic impact

Clear component boundaries and automated delivery help teams evolve functionality without destabilizing the broader application.

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What we observe

Applications become crowded when every digital function is moved into mobile regardless of context or user need.

A strong central function cannot compensate for unclear ownership across engineering, operations and business teams.