In preparing for my recent article in INN, titled “The Path to Analytics is Paved with Good Data,” I had the opportunity to speak with Paul Luongo, president and CIO of Shared Technology Services Group Inc., the IT service company for the Plymouth Rock Group of Cos., based in Boston.

Paul's team has been aggressively pursuing a data analytics-based strategy because he believes that's the future of customer relationships in the industry. "There are fewer physical connections with customers—it's more an electronic relationship," he says. "We need to know as much as we can about that person and what their needs might be."

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