IT

This is the fourth and last ‘conversation’ in this series of conversations dealing with implementation. You can find the first three conversations here, here, and here.

This is the third of a series of ‘conversations’ centered on avoiding failure when it comes to Digital Customer Experience and/or CRM.  The first ‘conversation’ dealt with articulation-understanding-ownership of requirements.  The second ‘conversation’ dealt with the challenge of integration.  This third conversation deals with the matter of thinking/collaboration that necessarily

In the first part of this series, I pointed out that IT centered programmes that involve the term “transformation” tend to be complex and tend towards failure – failure to deliver the desired outcomes to time, to budget, to end-user expectations.  And, I dealt with that which I consider as one of the most important sources of failure – inserting business analysts between those who will be using the technology and those configuring/building that technology.

Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation” in them like business transformation, enterprise transformation, or digital customer experience transformation.

There are many factors that contribute to failure. Today, I wish to focus on the business requirements that represent the demand that the technology must deliver.

If I wanted to know how well-managed and successful your company was, I would only need the (honest) answers to three questions:

1) How tolerant of IT risk is your company?
2) How committed is the executive team to using IT as a strategic enabler/differentiator?
3) How well-aligned and coordinated is IT with other business functions?

The Orange Blogger bus tour – of which I am the organiser on behalf of Orange of which I am the Director of Internet and social media – was stopping by San Francisco today and the whole day was hosted by Orange Silicon Valley