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SINCE WORLD WAR I, FORT ORD IN SALINAS, CALIF., HAD BEEN AN ARMY training facility and artillery target range. Today, 15 years after the army left, the property’s main feature is a growing regional university—California State University, Monterey Bay.


HOW CAN A CIO CAPABLY MANAGE THE hardware and software needs of an institution whose current enrollment is 13,000 distributed among its main campus, 17 regional education centers in seven states, 30 teaching locations, and a worldwide Center for Online Learning?


A COUPLE OF YEARS AGO I WROTE A COLUMN FOR UNIVERSITY BUSINESS that introduced the idea of brand as experience. I opened that column with an unsettling statistic from Bain and Company: “80 percent of organizations believe they deliver a superior customer experience, but only 8 percent of their customers agree.”