Customer experience

Are Business Relationship Managers Accountable for Anything?

Once again, this post was inspired by a question that recently appeared on the BRMI member’s Online Campus.

The member asked the following question (paraphrased):

Our IT Operations group does not see the value of the BRM role. They believe that the BRM role has no real accountability, while being viewed as holding others accountable for service […]

By |June 9th, 2015|Business Relationship Management, IT Management|1 Comment

Strong Business-IT Relationships Begin with Strong Communications

(This post first appeared on the Business Relationship Management Institute blog.  Please visit the BRMI website for more information about this new resource.)

We learn a great deal about managing business-IT relationships  from our work and the people we work with. If our eyes and ears are open, we can also learn a lot from our […]

By |April 4th, 2013|General, Scuba Diving|1 Comment

Leveraging the Cloud to Accelerate IT Renewal – Part 3

This is the third and final part in a three-part post on how Cloud Computing can provide a fast path to “IT Renewal.”
What is IT Renewal?
In the first post in this series, I discussed how information and technology are becoming ever more central to what an organization does and how it does it and how […]

Customer Experience, Taming the Remote Control Madness – And a Tale of Advances in End User Programming

I rarely get so excited about technology that I post about it – that’s not this blog’s raison d’être.  However, between being snowed in (a rare occurrence in Atlanta, GA!), being really delighted with a great product that really solves a familiar and widespread problem, and enjoying a very positive series of customer experiences with […]

By |January 12th, 2011|Customer experience, Useful Tools|0 Comments

"Branding" Your IT Organization

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 and when […]

By |February 22nd, 2010|IT Management, IT Maturity|0 Comments

Are You Falling Into the Customer Satisfaction Trap?

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.  […]

By |January 25th, 2010|Customer experience|0 Comments

Deming's 14 Points Revisited: Part 4

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 quality management, […]

By |November 5th, 2009|IT Maturity|0 Comments

At Tale of Two AT&T's – And a Lesson in Integration!

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 […]

By |June 2nd, 2009|Customer experience, IT Management|0 Comments

Best Buy and Web 2.0

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 Buy […]

Social Networking for IT Organizations in a Recession

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 context (rather […]