Customer service starts inside the enterprise

C2B or cease to be? That is the question. With apologies to Shakespeare, what I’m really talking about is the shift in the enterprise environment which is driving some different thinking in how each department – and in particular IT – serves the business. It’s beginning to look at lot more like B2C and less like B2B and those players who don’t see the shift and adapt are likely not to be in business much  …>> more

Data, data, everywhere — but is customer insight out of reach?

Too much data and not enough insight means CIOs are awash in information but still don’t understand what their customers want. Poetry can teach business lessons  The Rime of the Ancient Mariner, a poem by Samuel Taylor Coleridge, is about a sailor who has returned from a long sea voyage. A ship is lost at sea in dense fog and an albatross shows up and provides direction. However, after the crisis is over, the mariner shoots the  …>> more

IT’s version of the Model T Ford – you can have any colour “so long as it is black”

Photo of a Model T Ford
The Model T Ford and the ubiquitous PC Henry Ford did not invent the automobile; but he did innovate to make it affordable to the middle class. “Fordism” was his greatest triumph – mass production of inexpensive goods coupled with high wages for workers. For Ford, the Model T was the car for “every person”, for enterprise IT, the PC or its cousin the laptop has long been the vehicle of choice. Perhaps the time  …>> more

The IT Cheshire Cat

Remembering the glory days of innovation in corporate IT For lovers of Lewis Carrol’s Alice in Wonderland, the Cheshire Cat has special appeal. Distinctive among Wonderland characters, the Cat is enigmatic creature that maintains a cool, grinning outsider status. The Cat appears and disappears at will, at times revealing only its toothy grin as evidence of its presence. Innovation within the Information Technology department, it seems, is like the Cheshire Cat. It appears and disappears  …>> more