In 1978, fourteen-year-old technology prodigy V.A. Shiva Ayyadurai invented email. From there, he would go on to manage email for the Clinton administration and create email-sorting software that would be used by some of the largest companies in the world, including Nike, AT & T, Toyota, and JC Penny. He discovered that incoming emails offered countless opportunities to mine data and solidify relationships with citizens and customers-opportunities of which organizations everywhere were failing to take advantage. Through a series of case studies, this fascinating book demonstrates how organizatio.