Organizations are becoming increasingly focused on the customer and much of this focus places technology at the center. However, the business units feel uncomfortable working with IT for customer-related projects because they don’t believe that IT understands the customer. IT struggles to understand what they should be doing different to support this growing customer-focus. 

This storyboard includes:

  • Preparing a project charter to gain the support of your key stakeholders.
  • Determining the target processes your organization should adopt to fit your unique use case.
  • Embedding IT staff in the business to ensure the smooth flow of customer information.
  • Updating metrics and motivators to inspire IT staff to create solutions that are truly innovative.
  • Effectively communicating and training IT staff on the new changes.

Take a process-based approach for aligning IT with the customer, grounded in what you know, that doesn’t involve turning your developers into sales representatives.

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Align IT with the Real End Customer

Ensure IT and the business are working towards the same goal: improving customer experience.

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1 Comment

  • Eb65e0fbf903b8ed1ab3e184a0aa988d comment
    mwambula mayaka | 04-27-2016

    This is the real problem I am currently facing most of the discussions are business oriented and since the organisation meets deadlines they feel IT is not a priority but the question is " At what costs are those deadlines met ?"


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