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Insight
A customer-centric approach to business puts the customer at the center of activities, with business operations orientated around customers rather than operations in support of internal business structures. This approach applies to external customers, particularly the customer-supplier relationship within processes and between areas of a business.
Understanding the CustomerSuch a approach starts with an understanding of the customer and a resolution of the following questions:
There was a fascinating article in the Wall Street Journal over the weekend titled "Why We're Not Listening to Alien Chat Shows" (22 January 2011).
Smart mobile devices (SMDs) have become widespread among employees in organizations in all sectors of the economy. In contrast to the recent past, SMDs are not only for executives anymore. In the last two years, we have witnessed a rise in the demand for SMDs among all levels of employees. Despite resistance on behalf of IT professionals and especially information security professionals, there is a great deal of pressure by senior managers to synchronize their new smartphones to their work e-mail.
In my last Advisor (see "Understand the Value Equation," 12 January 2011), I talked about the architecture value equation and the role of architectural views in creating value. To refresh your memory, the equation says that if you make it easier for someone to do their job using architecture, then they’ll use it. To achieve that requires the appropriate view.
"Backsourcing" is the general term used to describe the "repatriation" of IT or other outsourced services. The term first gained prominence about five years ago with two much-publicized failures. Frequently quoted is the decision by Sears to back out of its megadeal in 2005, a year after it had signed. There is also the JPMorgan Chase backsourcing case, also announced in 2005 [1].
One of the biggest concerns among organizations when it comes to adopting mobile BI is security [1]. This is hardly surprising, given that security has always been a major concern of any mobile corporate application, particularly the fear of unauthorized access to, or loss of, sensitive corporate data.
This issue of Cutter Benchmark Review is the sixth installment in our annual series forecasting technology trends. As faithful readers know, in this issue we examine the range of IT developments that have either surfaced or endured in the past year and look back across previous years to see how the technology landscape is evolving. We also reflect on the multitude of contributing factors that will influence your decision-making processes as you consider your options for change (or staying the course) in the near future. We believe the two sometimes-opposing viewpoints of our contributors will give you much to think about as you come to your own conclusions. We hope that you find this annual IT trends issue of CBR interesting and useful and that it gives you plenty of food for thought as you evaluate your technology use and priorities for this year.