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The central theme of this book is customer focus. It assumes that if a firm is to be profitable, or even survive in today's competitive environment, it must be responsive to the needs and expectations of its customers. In some cases, IT can assist a customer directly, in others, value may be added to existing services and to other activities in which the organization is engaged. This book argues that what applies to the organization as a whole also applies to the information systems (IS) function. The customers of an IS department are firstly its corporate clients - business unit managers and service users - and indirectly the organization's customers.