Government // Mobile & Wireless
Commentary
4/25/2013
09:43 AM
Connect Directly
Twitter
RSS
E-Mail
50%
50%

5 Ways IT Can Crush Corporate Caste System

C-level types talk the talk of IT-business partnership, but at the end of the day you must learn their world and assert your expertise.

Anywho, your new powers of empathy will teach you a lot during this step (i.e., be kind to your stakeholders because they're well intentioned enough). Fold that learning into what you already know about how the road to hell is paved (i.e., just because their heart's in the right place doesn't mean they understand a service-oriented architecture). Focus them on describing their business problem, not the IT solution. Challenge them to think critically and to be driven by data. And never, ever kiss their ring.

3: Shadow the customer.

Not in a creepy "I'm in your bushes" kind of way, but with data, both quantitative and qualitative.

Start with Web analytics. Pick up one of Avinash Kaushik's books or read his blog. Or Google "multiplicity strategy." (With your porn filter turned on, obviously.) A deep understanding of Web analytics is the absolute lowest bar for IT leaders who want to redefine stakeholdership to include customers.

Level up by actively admiring cultures of empathy. Follow companies that understand its value. Not the big, "innovative" ones that get all the press -- Apple, Google, Twitter -- because that's an outside-in view by journalists who pretend to understand tech, the business equivalent of admiring Brangelina. Instead, follow Intuit, IDEO, Zappos, Nordstrom, Southwest Airlines. And wait for the light bulb to turn on about the link between cultures that value empathy (and humility and compassion and collaboration) and those that demonstrate a deep commitment to customer service.

Finally, the master class, for the most daring, is to tread where IT mortals dare not: actually meeting with real customers. Your stakeholders will wince, but I guarantee that it won't be because your customers are sick of talking with your stakeholders.

This is habit four of highly empathetic people: Listen hard -- and open up.

Customer voice, which is impossible to capture without the foundational building block of deep customer empathy, is a sterile beast in large companies, usually farmed out to business consulting elves. Few if any have figured out the basics of engagement, which is what underlies everyone's nervousness.

But success isn't for the faint of heart. Customer contact introduces a complexity that can't be managed by the public relations department. And God forbid you leave the marketing folks in charge. They ooze authenticity.

How do you mature social media management to the point where you genuinely engage customers with authenticity? How do you go from tweeting at each other to establishing a dialogue when you have 10 million customers? How do you stop focusing on the loudest voice or the most familiar?

I have no clue. But whoever does it first will win.

4: Transform your org to disintermediate your stakeholders.

Dartmouth hosted a workshop in 2006 titled "The CIO as Strategic Partner." Maybe it's because I was wearing my Che Beret, but I read their output as being less about how to get a seat at the table and more about how to own the table.

The point is that you need to move past the stale idea that IT's role is to "service the business." That sounds HR-inappropriate anyway. Your new remit should be to proactively anticipate market needs. How? See section 3.

A singular focus on reducing costs? That's your Dad's IT shop. Your focus should be on revenue and profit. You need to recast IT from a cost center into a business contributor and reframe it as a competitive advantage. How? See section 3.

You need to transition from supporting operations to enabling innovations. From rigor to flexibility. From planning to agility. Take as many steps as you need to get to the epiphany, but get there.

And don't worry if it sounds revolutionary because you're exercising habit five: Inspire mass action and social change. And once the transformation takes hold ...

5: Invite the business to what is now your table.

Fight the urge to channel Samuel L. Jackson.

Your empathy muscles will be well developed by this point, so you'll understand that your stakeholders feel both threatened and oddly empowered by the credibility that you've brought to IT.

To recap, here's my heretical statement of the day: The larger the company, the less likely that IT's business partners add value. And you, regardless of where you sit in the organizational hierarchy, should feel empowered to eat their lunch.

Drive the necessary changes by exercising the final habit of highly empathetic people: Develop an ambitious imagination. So that the next time your business stakeholders tell you what they want, you can look at them in the eye and live a little. Respond with: "Well, I want a pony. And a pony for my pony."

And then do what an equal partner would do: Tell them what your company really needs.

Previous
2 of 2
Next
Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
cleveng
50%
50%
cleveng,
User Rank: Apprentice
5/7/2013 | 3:23:03 AM
re: 5 Ways IT Can Crush Corporate Caste System
Women have a killer sense of dressing. However, they never underestimate the role played by an accessory as well,so does man.

Your,can choose a nice dressing,it is skinny bootcut jeans.
Laurianne
50%
50%
Laurianne,
User Rank: Author
5/6/2013 | 7:31:12 PM
re: 5 Ways IT Can Crush Corporate Caste System
Also: Are you hiring listeners? Too many IT "rock stars" are all talk and no listen. That used to be prized in the 90's...Does your recruiting process identify the folks who know how to both talk and listen? Or does it just favor the talkers.

Laurianne McLaughlin
InformationWeek
DDURBIN1
50%
50%
DDURBIN1,
User Rank: Ninja
5/6/2013 | 7:12:19 PM
re: 5 Ways IT Can Crush Corporate Caste System
Today there are fewer IT leads reporting to the CEO than there was 10 years ago. There's really no action a CIO/IT lead can do that will change his position in the organization. Most corporations are top down management structures. Lets face reality, Harvard still reads IT departments as cost centers to be managed by the head bean counter. Other than a reduced budget, a fly on the wall is the most the CFO wants from the IT department when it comes to the business.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest September 24, 2014
Start improving branch office support by tapping public and private cloud resources to boost performance, increase worker productivity, and cut costs.
Video
Slideshows
Twitter Feed
InformationWeek Radio
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.