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The Labyrinths of InformationChallenging the Wisdom of Systems$
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Claudio Ciborra

Print publication date: 2004

Print ISBN-13: 9780199275267

Published to Oxford Scholarship Online: September 2007

DOI: 10.1093/acprof:oso/9780199275267.001.0001

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(p.55) 4 Gestell
The Labyrinths of Information

Claudio Ciborra

Oxford University Press

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.

Keywords:   customer relationship management, Heidegger, corporate infrastructure, information infrastructure, modern technology

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