Editor's Note: Reach Out And Touch A Customer - InformationWeek
Business & Finance
05:55 PM
Stephanie Stahl
Stephanie Stahl
[Dark Reading Crash Course] Finding & Fixing Application Security Vulnerabilitie
Sep 14, 2017
Hear from a top applications security expert as he discusses key practices for scanning and securi ...Read More>>

Editor's Note: Reach Out And Touch A Customer

While sitting in the audience at a user conference a few weeks ago, I overheard two gentlemen talking behind me. (I wasn't being nosy, but they had to talk loud enough to hear each other over the music that was playing, so I couldn't help but hear them, too!)

One mentioned how unhappy he was in his new job, which wasn't coming off as he had expected or hoped. "I'm basically a lab rat now," he said. "I sit in my office and troubleshoot and do a lot of interesting things, but I have no access to customers." The other asked, "Why don't you just take some time out to meet with customers?" Sounds like logical advice, but unfortunately, that's a role that only sales and top execs play at his company, he responded. Apparently, that's the corporate culture.

Wow, what a shame. This guy wants to know what customers are thinking, he's eager to hear how he might improve what he does based on their feedback, and he can't get out of the office to meet with them or pick up the phone and call them? It's not like he's an accountant asking to get involved in the science of building rockets or anything.

I'd like to think that this company is an anomaly, but I did an informal poll of some of my friends in IT and heard some of the same things. For some, it wasn't a matter of corporate culture that they weren't allowed to make contact, but, rather, no one has thought to ask if they want to hear directly from customers. I've heard of companies that make innovation part of everyone's job description. Wouldn't it be nice if customer awareness and contact also were part of everyone's role? And I don't mean just in IT, but any business.

Stephanie Stahl

To discuss this column with other readers, please visit Stephanie Stahl's forum on the Listening Post.

To find out more about Stephanie Stahl, please visit her page on the Listening Post.

Comment  | 
Print  | 
More Insights
Newest First  |  Oldest First  |  Threaded View
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of IT Report
In today's technology-driven world, "innovation" has become a basic expectation. IT leaders are tasked with making technical magic, improving customer experience, and boosting the bottom line -- yet often without any increase to the IT budget. How are organizations striking the balance between new initiatives and cost control? Download our report to learn about the biggest challenges and how savvy IT executives are overcoming them.
Twitter Feed
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.
Flash Poll