Archive for November, 2013

14th

Isn’t it ironic?

Companies look to IT to develop systems to improve the relationships with their customers.  Yet when it comes to building relationships with the rest of the business, IT often seems to be out in the cold.Buidling relationships 2

Developers build and enhance CRM systems so that companies can track every customer interaction.  The CRM system can know what products a customer has purchased and what offers he has been given.  It can be aware of how the customer prefers to interact and a bit about his decision-making process.  The system may know the customer’s marital status, number of children, and the college he attended.  It can detail every interaction the customer has had with the company.  And by coupling corporate information with external data, systems can be more predictive of customer behavior and buying patterns.

With all this, IT should be extremely knowledgeable about building relationships…right?  And of course, the CIO should be a master at it.

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6th

IT professionals love to change things.  The opportunity to make a difference has attracted many to the profession.  They enjoy the challenge of coming up with a new idea. time for change They enjoy brainstorming and analyzing with an eye toward improvement…incrementally as well as revolutionary.  You can see the twinkle in their eyes and hear the excitement in their voices as their thoughts start to jell into a plausible solution.  They are willing to put in many long, hard hours to help these ideas become a reality.

But while IT professionals are very good at identifying, constructing, and implementing automated solutions to improve processes and procedures, the people side of change seems to often be lacking in many projects and in many organizations.  The people side is hard.  Automating a process, for example, can change a person’s daily routine, his job, his career.  At times it also causes job elimination.  Helping people prepare for, accept, and embrace such changes is not necessarily as much a matter of logic as of listening and caring.

Yes, helping others to change is hard.  But it is even harder when we have to change ourselves.

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