I just saw Jay Cross’ new “book” and based on the few excerpts I’ve read it looks like it’s right on the money. For instance, here are some things that I TOTALLY agree with….

RE: ROI comes from looking backwards. Decisions are most often guided by intuition, judgment, and gut feel than by numbers.
I think that if we have to prove or guarantee the ROI thing a lot of worthwhile projects would never happen.

Speed matters. “Getting a quick solution is more important than finding the perfect solution.”
I’m definitely in the camp that doing something now and improving it is better than waiting for the perfect thing. Particularly if you include your audience in your feedback loop to let them help you perfect it. They can probably help make it better than you ever could.

Pull learning is more cost-effective.
If they’re pulling it, you know they want/need it. Which is a big first step isn’t it? In addition to less control mechanisms, structure, and outside assistance/friction lessons learned through pull are more likely to stick because they’re relevant to perceived need, delivered when required, and usually reinforced with immediate application.