If you are looking to capitalize on customer intelligence, the first place to look is not technology. As a recent study of national productivity levels by Proudfoot Consulting suggests, low productivity may be a factor of poor management more than anything else. European nations score the worst on a study of nine countries. The US was in the middle of the pack; France -- with its 35 hour work-week -- came last.

"The blame can be placed squarely at the feet of management, which is accused of insufficient management planning and control and of providing inadequate supervision," says a statement accompanying the study.

The study contends that chief executives are failing to pay enough attention to the enhancement of management control and supervision -- a factor heavily undermining labor productivity. "This is unfortunate because addressing these weaknesses could make a big difference to future productivity growth," the study said.

What this study suggests is that companies should spend a great deal more time focused on management execution and process discipline -- and less on technology -- if they wish to enhance productivity. This holds true for enhancing customer relationships no less than other corporate activities.