Re: The Second Secret
@SaneIT: Good questions: I'd be interested to hear from some of the respondents as to how they plan on engaging with customers in new ways and how they envision that engagement paying off.
While we don't have more behind this finding in this particular study, it's definitely something worth revisiting in our next survey to get a little more depth on the question.
Anecdotally speaking, based on the topics that were discussed at the InformationWeek Elite 100 Conference & Awards this week in Las Vegas, we've seen that "customers" means different things depending on your organization and how advanced it is. for some, engaging with customers in new ways might refer to internal customers. We saw discussion of IT needing to find new ways to work with internal business people.
IN other cases, IT is being brought directly into the discussions about public-facing products and services for a company's ultimate final consumers, and these companies we see as being leaders in their fields because for too many organizations IT is left out of those conversations until long after the design and engineering are completed.