It's a little-known fact that both Southwest Airlines and the (soon-to-be) famous Yee-Haw Pickle Company began life on a cocktail napkin. What better medium to illustrate why Windows Intune should be on your radar as an I&O leader or professional?
In the late 1990s, no one could have imagined what PC management would eventually entail in an always-on, always-connected world. Those of you who know me, know that I've either managed or marketed 3 different client management product lines in my career. All of the vendors in the space, including Microsoft, have spent the last 15 years trying to make it easier to manage Windows PCs on an enterprise scale, for utility, security, business continuity and performance.
A mess? I'd say! I spoke with a mid-sized oil company a few weeks ago about their client management tools, processes and maturity. They use only a fraction of System Center Configuration Manager (SCCM) 2007's capabilities. The weekly patch cycle and packaging alone are a full time job for one person, and endpoint protection and remediation are still wishlist items. Half of their assets sit at the end of satellite links 50 miles from the nearest towns and they have a fleet of trucks manned by a small army of techs dedicated to just fixing PC problems over 5 big western US States. Expensive? You bet. Ineffective? Absolutely.
In early 2013, I plan to continue researching the business/IT partnership for process transformation by . . . interviewing Chief Process Officers. I’ve only met two honest-to-goodness officially titled Chief Process Officers, although I’ve heard rumors of more, and I've talked with many who have that responsibility. If you are a CPO or know someone who would like to talk on or off the record, please send a note to firstname.lastname@example.org. Many thanks!
You may be wondering, what is a Chief Process Officer? My working definition is:
A chief process officer (CPO) is the senior-most executive reporting to the board of directors, CEO, or COO with responsibility for an enterprise’s business process transformation and continuous improvement initiative. The CPO works with executive counterparts to develop strategic goals and objectives for process transformation in alignment with the business strategy; identify 5-6 cross-functional processes for transformation; and identify business outcomes (based on the customer’s outside-in perspective on processes). The CPO oversees process governance, methodologies, training, and change management and helps other process owners within business functions. The CPO may have more than one title and one set of responsibilities.
Some reasons why CPOs are as hard to find as unicorns may be:
Most companies have not yet embarked on strategic business process transformation.
Senior executives (including CEOs and COOs) are doing this job already without the CPO title.
Other titles compete, like Business Architect, Sr. VP of Business Optimization, and Sr. VP of Process Improvement.
The 2013 New Year has begun with the removal from the global tech market outlook of one risk, that of the US economy going over the fiscal cliff. On New Year's day, the US House of Representatives followed the lead of the US Senate and passed a bill that extends existing tax rates for households with $450,000 or less in income, extends unemployment insurance benefits for 2 million Americans, and renews tax credits for child care, college tuition, and renewable energy production, as well as delaying for two months the automatic spending cuts. While it also allowed Social Security payroll taxes to rise by 2 percentage points — thereby raising the tax burden on poor and middle class people — and did not increase the federal debt ceiling or address entitlement spending, the last-minute compromise does mean that the US tech market no longer has to worry, for now, about big increases in taxes and cuts in spending pushing the US economy into recession.
While attempting to clear my desk before the Christmas break I stumbled upon a bright-pink USB memory stick that contained the collected presentations from the 2009 itSMF UK annual conference. Having satisfied my curiosity as to the size of the memory stick (I’d forgotten that USB sticks were ever that small), I then wondered:
What were the IT service management (ITSM) hot topics in November 2009?
Which industry luminaries were presenting on them?
How many presentations would still make it to the 2013 itSMF UK conference?
William Shakespeare wrote that “What’s past is prologue.” Big data surely builds on our rich past of using data to understand our world, our customers, and ourselves. Now the world is flush and getting flusher in big data from cloud, mobile, and the Internet of things. What does it mean for enterprises? In a word: opportunity. Firms have taken to big data. Here are my four predictions for key enterprise big data themes in 2013:
Firms will realize that “big data” means all of their data. Big data is the frontier of a firm’s ability to store, process, and access (SPA) all of the data it needs to operate effectively, make decisions, reduce risks, and create better customer experiences. The key word in the definition of big data is frontier. Many think that big data is only about data stored in Hadoop. Not true. Big data is not defined by how it is stored. It can and will continue to reside in all kinds of data architectures, including enterprise data warehouses, application databases, file systems, cloud storage, Hadoop, and others. By the way, some predict the end of the data warehouse — but that’s nonsense. If anything, all forms of data technology will evolve and be necessary to handle the frontier of big data. In 2013, all data is big data.
The only source of competitive advantage is the one that can survive technology-fueled digital disruption — an obsession with understanding, delighting, connecting with, and serving customers. This means effectively managing the four key areas of customer relationship management (CRM): strategy, process, people, and technology. Reflecting on my client work during the past year, and delving in to Forrester’s most recent research, here are the top twelve CRM trends to consider as you finalize your plans for 2013.
Trend 1: Enterprises must navigate digital disruption. Thanks to digital platforms, your customers live in a world of heightened expectations and abundant options; they can get more of what they want, in more places, at more times, than ever before.
Trend 2: Companies will transform to become experience-driven organizations. More enlightened companies are defining customer management strategies from the outside in, articulating a customer management strategy defined in customers’ terms that can be used to guide organizational improvement efforts.
Happy New Year! I love holidays because the fog of daily work lifts and important things become clearer. This year, over Christmas, what became suddenly and sparkingly clear is that mobile’s biggest impact is that it shifts power away from institutions and toward individuals. People have a huge advantage when they carry the full power of the Internet and Internet-delivered services in their pockets.
The only question is whether you shift power to customers and employees willingly (and to benefit your company) or whether a disrupter or competitor does it for you. To develop your intution of just how powerful mobile apps make you — and just how much you’ve come to take them for granted — imagine yourself in a room with 30 strangers listening to my colleague Thomas Husson.
Thomas opens the presentation with these words: “Pull your smartphone out of your pocket. [Pause.] Now unlock it. [Pause.] Now hand it to the person next to you.” You immediately feel tense and uncomfortable as you wonder if you should really hand your unlocked phone to a stranger . . . or even a friend or family member. A few people actually do hand their phones over, albeit reluctantly. Thomas then breaks the tension with a chuckle and the room titters with nervous laughter. Two things just happened:
First, you realized that you were being asked to hand everything that defines you to a total stranger. Your most intimate and empowering things would be someone else’s. Your bank accounts, your friends, your photos, your shopping list, your email, your documents, your sense of self. You would be handing your identity to a stranger.