Around 65 million years ago half the planet’s species became extinct because their evolutionary development couldn’t keep pace with changing climate conditions.
We’re facing another extinction scenario today – and I’m not talking about climate change (we’ll leave that can of worms for the scientists). The traditional CIO and IT department might be going the way of the dinosaurs because they can’t keep up with the tectonic shifts happening with technology.
And that might be a good thing.
The mass extinction of the dinosaurs marked the end of the cretaceous period and the beginning of the Paleogene period.
Today, we’re entering a new period as well, the Age of the Customer. As CEO of Forrester Research George Colony and Forrester Research Director Peter Burris explain in their recent report entitled Technology Management in the Age of the Customer, the age of the customer is:
“A 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”
Forrester describes the prototypical modern customer, roaming the globe in virtual packs, empowered by mobile devices, social media and digital tools to extract quality, service concessions, and lodging public complaints that sometimes go viral.
Today’s technology-wielding customer is the new predator preying on the slow-to-change corporation encumbered by the traditional IT department that is only concerned with infrastructure, desktop and email maintenance, internal applications and keeping the lights on.
But what’s the solution? According to Forrester, CIOs need to think more like marketers.
“We believe existing technology organizations and executives must broaden their technology management agendas beyond infrastructure management and internal operations (IT) to include work centered on acquiring and retaining customers.”
In addition to keeping the lights on, the CIO of today has to support the BT agenda, which focuses on providing superior customer experiences.
What exactly does it mean to support the BT agenda? Colony and Burris lay out eight changes CIOs need to make in order to stay relevant.
To learn about the other four changes to the BT agenda, and get a detailed overview of the challenges and solutions facing CIOs in today’s customer-centric environment, download the free Forrester report below.