Posted on February 22, 2010 by itorganization2017
I love this post on Attraction of Identity from my kindred spirit, Russ Aebig. (And not just because he references my work on Business-IT Maturity!) Russ poses the question: As an organization, who are you? What is your internal and external story?” Russ goes on to say: IT organizations typically are not oriented around branding [...]
Filed under: IT Management, IT Maturity | Tagged: Business-IT Maturity, IT leadership, Customer experience, Add new tag, Brand, Markets, Value proposition | 5 Comments »
Posted on January 25, 2010 by itorganization2017
Customer Satisfaction is a slippery and potentially dangerously misleading concept! I was reminded of this when reading an article entitled “Satisfaction vs. Loyalty” by William J. Cusick in the excellent publication, The Conference Board Review. Cusick argues that customers who complete satisfaction surveys typically respond “satisfied” or “mostly satisfied” regardless of how they really feel. [...]
Filed under: Customer experience | Tagged: Customer experience, Add new tag, Business, Get Satisfaction, customerservice, Customer Management | 5 Comments »
Posted on November 5, 2009 by itorganization2017
This post picks up on Parts 1, 2 and 3 and examines the third of Deming’s 14 Management Points, which urges: Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.” This is one of the fundamental issues in [...]
Filed under: IT Maturity | Tagged: Next Generation Enterprise, Business-IT Maturity, IT leadership, Customer experience, Design Thinking, innovation, Quality assurance, Industrial Revolution, Quality management, W. Edwards Deming | Leave a Comment »
Posted on June 2, 2009 by itorganization2017
There are many reasons to rant in this world – customer service is often not what it needs to be, and sometimes getting simple things done takes way more effort and is far more frustrating than should be the case. As a blogger, I try to resist the temptation to use my blog as a [...]
Filed under: Customer experience, IT Management | Tagged: Customer experience | 1 Comment »
Posted on April 14, 2009 by itorganization2017
I’ve posted quite a few times on Web 2.0 capabilities as a way to drive new energy, and even innovation, into an IT organization and the company it serves. The Wikinomics blog (full disclosure – this is affiliated with nGenera Corporation, the company I am with) just posted a very nice piece on how Best [...]
Filed under: Customer experience, IT Management, Web 2.0, social networking | Tagged: Customer experience, Enterprise 2.0, value realization, Web 2.0 | Leave a Comment »
Posted on February 10, 2009 by itorganization2017
I’ve been thinking about a couple of things my CIO clients are wrestling with, and how these might be better approached jointly rather than as separate challenges. These are: How to strengthen Business-IT Relationships in the context of the current economic climate. How to experiment with, learn from and foster Social Networking in the business [...]
Filed under: Change Management, Customer experience, IT Maturity, Next Generation Enterprise, Next Generation IT, Web 2.0, social networking | Tagged: collaboration, Customer experience, Enterprise 2.0, innovation, IT and recession, recession, Relationship Management, social networking, Web 2.0 | 2 Comments »
Posted on August 21, 2008 by itorganization2017
My friend and colleague Frank Capek has just summarized his 25 years of learnings from his work on Customer Experience Design. I think so much of Frank’s work, and believe this is so important, I thought I’d point you all to the post. As a related aside, I’d like to share a couple of “wow” [...]
Filed under: Customer experience, IT Management | Tagged: Apple, Customer experience, Frank Capek, Moen | Leave a Comment »
Posted on April 8, 2008 by itorganization2017
In the last post, we talked about the first two business implications of SOA. The first is the rapidly evolving market ecosystem for “services in the cloud” and the increasing availability of plug-’n’-play “widgets” all made possible by the underlying standards and methods of SAO. This innovation is equivalent to that brought about by the early [...]
Filed under: Customer experience, IT Maturity, Next Generation IT | Tagged: Add new tag, Customer experience, SOA | 1 Comment »
Posted on January 21, 2008 by itorganization2017
In an earlier post, I discussed the differences between and relationships among Project, Program and Portfolio management – this continues to be a popular post. Today I’d like to explore the differences between IT Product Management and IT Service Management as they pertain to IT and to business-IT maturity. This thread is inspired in [...]
Filed under: IS Management, IT Management, IT Maturity | Tagged: Customer experience, ITIL, Product management, Service Management | 5 Comments »
Posted on December 12, 2007 by itorganization2017
A light post today, as I want to point to some excellent thinking on topics related to IT maturity and evolution. Occasionally, I’ve referred to the connection between increasing business-IT maturity and Next Generation Enterprises (Enterprise 2.0). A key characteristic of Next Generation Enterprises is their leveraging of Web 2.0 technologies, including Social Networking. As [...]
Filed under: Customer experience, Next Generation Enterprise, Web 2.0, social networking | Tagged: Customer experience, Enterprise 2.0, Next Generation Enterprise, social networking, Web 2.0 | Leave a Comment »
