Better, Faster, Cheaper: How to Deliver Customer-Centric Services Across Your Enterprise
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The document provides an agenda for a presentation on delivering innovative customer-centric services across an enterprise. The presentation covers: becoming customer-centric; dealing with disruptive innovation through transitions; focusing 80% of resources on innovation over 20% on operations; using cloud platforms to enable better, faster, cheaper services; and developing a roadmap to achieve customer-centricity through people, processes, and technology. The presentation aims to help organizations shift resources from purely tactical activities to truly enabling innovation for customers.
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Better, Faster, Cheaper: How to Deliver Customer-Centric Services Across Your Enterprise
- 1. Better! Faster! Cheaper! How to Deliver Innovative Customer-Centric Services Across Your Enterprise ©2015 Linium. All rights reserved. Reproduction, adaptation or translation of this document is prohibited without prior written permission of Linium.
- 2. Sean Caron Principal Solution Architect Contact Sean at: optimize@linium.com Today’s Presenter
- 3. Today’s Agenda > Customer-centricity – how do I get there? > The Innovators Dilemma > The 80% - 20% flip > The Art of the Possible > The Growth Platform > Questions & Answers
- 4. Better, Faster, Cheaper? > Not just “pick any two” anymore ... > The phrase came from hardware world > But the cloud platform offers ability for all three Customer-centricity is the natural result of the ability to respond “better, faster, cheaper”!
- 5. The Innovators Dilemma > There is a big cry for innovation these days. CIOs are goaled on it, investors call for it, TV shows and podcasts celebrate it. > Unfortunately, despite spending a lot of money on it, most innovation simply isn’t. > And that’s why companies don’t grow. This is why “Digital Disruption” is disruptive. > Most R&D, in most industries, and for most companies, is spent trying to sustain existing technologies – not identify or develop a disruptive technology that would have far higher rates of return.
- 6. Real Innovation requires awareness of transitions > We are already well into the back end of the PC lifecycle. > Today more bandwidth is consumed from mobile devices than PC laptops and desktops. > Purchase rates of mobile devices are growing at double digits, while companies (and individuals) are curtailing PC purchases. > The end-point of these mobile devices is ubiquitously cloud-based, customer-centric enterprise services. Like Amazon, Workday, SalesForce.com, NetSuite, Rackspace, and ServiceNow
- 7. Real Innovation requires awareness of transitions > redbox™ overturns the entire Blockbuster industry > Netflix™ leverages predictive analytics > UBER™ disrupts the transportation industry > fitbit™ provides a new perspective on health > i.o.t. ? podcasting? AppleCar? Tesla/SpaceX?
- 9. And there are consequences Unfortunately, there are almost no examples of companies that miss the transition to a new technology thriving.
- 10. You might need an 80%-20% flip! > You’ve designed a good set of IT processes and they have served your company well for years now. SLAs are met, Changes are processes, the servers stay up. > However, recently you are hearing a rumbling from the business – it’s taking too long, it’s bureaucratic, it’s not producing results. IT doesn’t understand the business. > Dismiss their feedback at your own peril! > Chances are your process has not kept pace with your organization’s evolving customers, skills, people and demands!
- 11. The 80%-20% flip is about creating relevance Most IT organizations spend 80% of investments, time, and mind-share in “keep the lights on” activities, and only 20% on activities that support innovation for the business.
- 12. Innovations. The CIO of Today Is… Operations. 20% 80%
- 13. Operations. The CIO of Tomorrow Needs To Be Innovations.80% 20%
- 14. The art of the possible A vision for the future of IT
- 15. Engineering a process End to End Services To Guaranteed Success = Strategy. Implementation. Rollout. Optimization. Turnkey. AUser Centric Service Platform To Power The Enterprise The Growth Platform Knowledge Change Problem Incident Request Mapping Automation IT Catalog Build It. Expose It. Risk IT Cost ITAM PPM Govern It. GRC ITFM SAM Demand Perfect It. Intelligence Analytics Mobility Social / Chat Innovate It. Grow It. Operations Audit Finance Marketing Training Legal HR Sales Facilities IT Excellence Achieved. You are Now 60 40 60%innovation40%ops 80%innovation20% 80 / 20 Flip Complete ImagineIt. People. Process. Technology. > At Linium, we love to be predictive > Since we believe that the future must depend on a customer-centric, cloud-based IT platform, we have a duty to show you how to get there! As we develop concepts throughout this webinar, we will lay the foundations required in a roadmap to achieve customer- centricity
- 16. What does customer-centricity look like? > Any where > Any time > Any platform > With an intuitive interface > That is packed with relevant services
- 17. Cloud platform offers better, faster, cheaper > A cloud platform offers ability for better, faster, and cheaper services simultaneously > The cloud reduces operational complexity > natively will reduce cost, > increase simplicity, > provide platform consolidation economies of scale (including single system of record). > The model often changes the way you pay - enables capex vs opex
- 18. What about security? > Concerned about cloud security? Customer-centric services are by definition secure … > Security is the mission critical skill of a cloud company in a way it is not for anyone else. > A single SONY type breach will put a cloud company out of business … it’s their business to make sure it doesn’t happen!
- 19. More than just cloud though … Cloud hosted customer-centric services also provide: > Upgrade strategy and costs > Options availability > Speed to market of upgrades > Clarity about future roadmap of your vendor a concern? Have they painted you a picture of where they are going?
- 20. But… > To get there … you need a plan > A Roadmap of “run the business” activities, progressing from purely tactical to customer-centric > That gets you out of the on-premise rat-race of support, hardware, and licensing costs… > …and truly enables you to concentrate your limited resources on innovation for the business
- 21. End to End Services To Guaranteed Success = Strategy. Implementation. Rollout. Optimization. Turnkey. A User Centric Service Platform To Power The Enterprise The Growth Platform Knowledge Change Problem Incident Request Mapping Automation IT Catalog Build It. Expose It. Risk IT Cost ITAM PPM Govern It. GRC ITFM SAM Demand Perfect It. Intelligence Analytics Mobility Social / Chat Innovate It. Grow It. Operations Audit Finance Marketing Training Legal HR Sales Facilities IT Excellence Achieved. You are Now 60 40 60%innovation40%ops 80%innovation20% 80 / 20 Flip Complete ImagineIt. People. Process. Technology.
- 22. Where should you start? Let Linium help you! Take our survey at: https://www.surveymonkey.com/r/growthplatform What’s Next?
- 23. Questions & Answers > Email us: optimize@linium.com > Call us: 518.689.3198
Editor's Notes
- market demand this
- Clayton Christensen pointed this out some 18 years ago in his groundbreaking book “The Innovator’s Dilemma” (HBS Press, 1997) if this hasn’t happened to you – it is most probably coming he will be relying on you to provide the operational systems that run the business – because CIOs of today are not focused their – 56% of survey says #1 priority they are tasked with the requirement to “innovate and grow the business” -
- CIOs need to be focused on THIS stuff ALL of these companies have made delivery of consumer services better, faster, cheaper
- Horizon example – hurricane sandy shut them down so they changed the ops paradigm by a massive work from home initiative think about all the ways ITSM had to change to support that they heard the business, and enabled an innovation that was vital to how they provide service.
- NOTE: No Focus On The Customer or Market, No Focus on Revenue Growth, Provides no REVENUE value to the business. “Today 70% of the IT budget is still allocated to IT MOOSE — costs to maintain ongoing operations, systems, and equipment. And even if funds are available, most I&O organizations today are goaled on uptime and efficiency, not on supporting customer growth and customer experience. Just as the business must become customer-obsessed to defend and increase its market share in an empowered world, the I&O organization must follow suit by taking an outside-in view from the customer's perspective — not inside-out from the data center. The good news is that the business views IT as an enabler of revenue and customer growth. Its expectations are high, and it firmly believes that technology's ability to serve and support customers is valuable, even more valuable than cost savings.” - Forrester
- You can’t fear digital disruption, because the truth is IT is the founding factor that will power digital disruption if it can managed to solve the pain of operations and complete the 80/20 flip. NOTE: Customer Centric, Business Innovator, Revenue Generator, Revenue Retained, Core Of The Business CIOs of today often do not have an operational background. they are brought in to drive IT closer to the business, to foster innovation, to make the business as a whole more responsive to things like digital disruption. they want operations to “just work”!
- simplification is the name of the game easy to understand service interfaces, delivered anywhere, anytime, on any platform that you have near you.
- these are the things we’ve bottled up from 15+ years of experience and 1500+ engagements, its everything they need to envision an end state, get budget from the business or CIO, assess where there at all the way to implementation. Visioning Sessions – this is where we build their roadmap and growth platform vision Business Cases – we can help them build the different business cases needed to achieve the growth platform Maturity Assessments – this is where we assess where there current growth platform is Vendor/Technology Selection – This is where we pitch the Rip and Replace Organizational / System Design – This is the Lorn (and by system I mean people, process and tech not just 1) Strategic Roadmap – this is where we paint the crawl walk run, we build the roadmap and plan of execution into steps that lead to the end vision Implementation – Now we sell the implementation of people, process and technology – this is intertwined with adoption, continued support and improvement, integration, etc. We should build out play books foreach of the boxes on the growth platform so we can deliver this stuff systematically.