Tag Archives: Scott Stewart

Is your CRM crowd-sourced?

How many times have you looked through your organisations Customer Relationship Management (CRM) system only to find stale information and incorrect data on people and organisations?

The traditional approach of trying to maintain your own internal storehouse of data and information about people and organisations is becoming increasingly outdated and more difficult to secure a satisfactory return on investment.

Trying to replicate information internally that is also stored elsewhere (and more accurately) outside of the organisation is for the most part, becoming somewhat nonsensical.

Social media delivers your crowd-sourced data integrity

The Linkedin trend occurring across business generally delivers extraordinary benefits to service provider organisations around “people and organisations” data currency and data integrity.

The challenge that most service organisations face is how to keep their database on people and organisations current and accurate, whilst Linkedin is an accessible database where the individuals themselves maintain their own record.

Data integrity is something that most internal CRM solutions fail miserably at. How many CRMs can you go to today to find that the current people listed in the organisation have already left or the company itself has since been acquired?

An obvious observation is that people are the most knowledgeable about themselves and their own data and if this is true, therefore they will be have become the best keepers of their own information and the maintainer of their own status across their social media presence.

Many people will update their Linkedin profile with news of their promotion, while the CRM in the service provider may continue to show them in a position they held years earlier and with a stale email address.

Linkedin provides the source for reliable updated information, and status as people move from employer to employer or job position to job position within the same organisation. Reliable and up to date information is a valuable commodity in trying to find the best contact into an organisation.

Social media expands your reach and functionality

  • Social media sites such as Linkedin provide additional benefits to users such as the ability to send a direct message to an individual which is often also delivered directly connected to a personal email account and not the work email address.
  • Linkedin also allows external parties to record some basic information against any person’s profile – information seen only to the person/s entering this information – and this is information is not seen by the profile owner.

These additional functions provide a strong clue that Linkedin has already established itself to be a source of current and accurate information on people and the movement of people across organisations.

Social media messaging is becoming an enabler for service organisations with the provision of an unofficial and more personal, unstructured channel for approaching contacts in an organisation. The social media connection is proving to be more responsive and more reliable than the traditional approach of retrieving an email address from the organisation’s CRM.

An email address is no longer the prize, but a social media connection can be gold

Studies have shown that email list turnover is the blight of marketeers and one early study into email usage showed that the turnover rate is over thirty percent. While this figure may come from an old study, the problem of email turnover is still relevant today. There are many people who have multiple stale email addresses but they have only one profile on Linkedin and this is where they maintain their current status.

How to leverage the crowd-sourced social media stream

  • In a service providers database the email address may be the most important piece of data for connecting but it is also the most difficult to maintain currency, as people not only changes jobs but also change personal email providers.
  • Service provider organisations need to accept that the social media stream will become increasingly important to them for capturing updated information about people and organisations.
  • Service providers should consider social media analytics as a data mining tool to uncover further insights and intelligence into the markets where they operate.
  • Further, organisations should consider how they can integrate with social media APIs so that the current profile they use on a person is sourced from social media tools and not from internally stored data which may well be stale.

The suggestion here is not to ditch the investment in CRM, certainly CRM is a good place for recording information that is internally specific and for matching information that is not found externally nor ever should be. And CRM should be much bigger than the contact management aspect that has been discussed here, CRM should be about marketing automation, fulfilment, workflow engine and the integration of data amongst many other things.

When it comes to contact management, however, it is time for service provider organisations to learn from the recruiting industry, many of whom have reassessed the value of strenuously trying to maintain candidate profiles in internal databases, when the most accurate and up-to-date information on a person’s status can be easily found and accessed from external sources in real time.

Blue IT – IT workers brushing up the CV

At least four recent studies support findings that IT professionals are among the unhappiest and least-satisfied segments of the corporate workforce.

  • Glassdoor reveals the top twenty occupations that bring the most satisfying work-life balance and on this list of twenty, IT is only represented by a couple of occupations.
  • A recent survey by consultancy and recruiting firm Healthcare IT Leaders, with IT professionals in the health care sector showed that only one in 10 IT workers were completely satisfied with their job, the rest are actively job hunting or passively open to new opportunities.
  • The annual Dice Tech Salary Survey found that satisfaction of IT workers with their pay declined 2 percent in 2014 to only 52 percent of the surveyed workers.
  • An employee engagement survey company, TINYpulse, analysed responses to engagement surveys from 2,200 employees working in various functions, including IT, at small, midsize, and large companies in the U.S. TINYpulse found the majority of survey respondents from IT to be largely dissatisfied with various aspects of their jobs.

In the TINYpulse survey, when respondents were asked to rate their happiness at work on a scale of one to 10, (where one represents miserable and 10 represents delighted), only 19 percent of IT professionals rated their happiness a nine or a 10.

The vast majority ranked somewhere between miserable to middling. Overall, respondents from IT were around 14 percent less happy with their work situation than employees from other functions.

Are your IT staff about to move?

Seventy percent of the survey respondents said that they would move for better money.

A smaller percentage (44 percent) said they’d change job for better working conditions and (33 percent) said they’d leave their current employer for more responsibilities.

The Dice survey found two-thirds of the 23,470 respondents said they were confident they could find another job if they wanted. And, 37 percent told Dice that’s what they were going to do this year.

Why so Blue?

IT professionals’ unhappiness at work may stem from a perceived lack of growth and development opportunities with their current employers.

According to TINYpulse’s data, only 36 percent of IT professionals surveyed say they have a clear career path, compared with 50 percent of respondents from other functions.

Moreover, IT professionals, by and large, don’t feel their organizations support their professional interests or career goals.

Just over a quarter (26 percent) rated their organization’s support highly (a nine or a 10) compared with 40 percent of survey respondents in other functions.

How to stem the flow

A lot of organisations are restructuring their IT by undertaking a redesign of the IT operating model.

While a lot of IT operating model redesign work is inspired by business drivers for efficiency, effectiveness and cost reduction – there is a huge benefit (often unplanned and unexpected) that comes with the staff who see greater opportunity for growth and new and increased responsibilities.

It is important that the redesign of the IT operating Model that comes with the new way of “doing IT” and delivers to the business a High Impact IT.

Build a High Impact IT and let the staff grow

The High-Impact IT Operating Model is a new blueprint for the function that brings IT closer to the business, drives greater levels of innovation and expertise, and moves IT from a function of “service delivery” to a driver of strategic enablement and business outcomes.

This can generate new levels of excitement for your IT staff and reduce the overall level of dissatisfaction through three critical principles:

1.High Impact IT is about the business. Business imperatives and insights about the business  needs have to guide how IT operates, not the other way around.

2. Nimble is key. When IT demonstrates agility, flexibility, and coordination, it unlocks high business performance throughout the organisation.

3. Beyond the organization. The organisation’s customers, and the external market of the suppliers and service providers, must be integrated within how IT operates.

So while an organisation may only be considering the need to redesign the IT operating model in response to a major strategy play such as outsourcing some of its services or addressing growth through acquisition, it may be absolutely critical for IT to redesign and reinvent itself, simply to give the staff the chance to see new growth opportunities, new focus and new responsibilities, a new lease on life that will dissolve the current levels of IT staff dissatisfaction.

The sooner that cloud disappears, the better

Jack Dorsey said it best..

“I think the best technologies disappear, they fade into the background, and they’re relevant when you want to use them, and they get out of the way when you don’t.

It would be fair to say that Jack knows quite a bit about how to build success with technology, he is the co-founder and chairman of Twitter and also founder and CEO of Square, both of these companies appear on the Fast Company’s list of the world’s top 50 most innovative companies. But why would Jack suggest that the best technology will disappear? Why didn’t Jack say that the best technology is found in the social networks or the very application services that have made him so successful today? Perhaps Jack knows that the answer to these questions sits within the lessons learned from history and in particular the birth of the internet.

That famous eureka moment

On the 29th of October 1969, Charley Kline, a UCLA graduate student, sat in UCLA lab and typed the first message on the ARPANET which was the progenitor of what was to become the global internet. The team at UCLA were able to use their computer to log in to a different computer that sat in a lab at the Stanford Research Institute, some 400 miles away connected by a cable. This was a massive breakthrough as it proved the theoretical feasibility that different types of computers could be made to communicate using packets rather than circuits – a major step along the path towards computer networking. The computer scientists had developed a packet switching protocol called NCP which would allow the networking of different kinds of hardware and software. Eventually NCP would be replaced by TCP/IP in 1983 and soon after that would come the birth of the modern-day internet. The breakthrough of 1969 seemed to validate the earlier predictions made by computer scientists:

“In a few years, men will be able to communicate more effectively through a machine than face to face, that is rather a startling thing to say, but it is our conclusion.“ J.C.R. Licklider and Robert S. Taylor, 1968, The Computer As A Communications Device

It seems reasonable to envision, for a time 10 or 15 years hence, a ‘thinking center’ that will incorporate the functions of present-day libraries together with anticipated advances in information storage and retrieval.” J.C.R. Licklider, Man-Computer Symbiosis, 1960.

If computers of the kind I have advocated become the computers of the future, then computing may someday be organized as a public utility just as the telephone system is a public utility. The computer utility could become the basis of a new and important industry.” John McCarthy, in a speech delivered at the MIT Centennial, 1961.

The early hyperbole

The breakthrough in computer networking triggered a lot of excitement and fuelled a wide spread belief that in just a few short years incredible disruptive changes would be seen across modern society. This new ability for different machines to talk to each over long distances gave birth to a string of bold predictions, such as an impending explosion of computing networks linking society with new artificial intelligence, even resulting in robots in the home doing the housework. Workers from the seventies have told of newsreels linking the technology breakthrough with shorter hours and less work as much of the daily office grind would be taken over by computers. These newsreels showed people at the beach and on picnics while the computer tape-reels were spinning to reduce the need for humans to work five days a week.

The hype played to the imaginations of the populous, it certainly fuelled the imagination of those creative minds who wrote television shows like the “Jetsons” and “Lost in Space” and movies like “2011: A Space Odyssey” . Disney’s Tomorrowland had long queues of visitors imagining the soon-to-arrive marvels of space travel, robots, jetpacks and artificial intelligence in the home.

While many of the predictions of the era were just too far-fetched some would eventually prove close to the mark, but of these all were way too ambitious in their timings.

While most of us in 2014 don’t travel by jetpack or have a robot to bring us our slippers, revolutionary change did eventually occur with the development of the global internet. However the disruption occurred in many iterative phases, with many false starts, even seeing a boom and a bust, but certainly over a much longer period than the early hype predicted.

The predictions in the 60’s and 70’s that every home would soon have a robot were never realised but perhaps this is yet to happen, the South Korean Ministry of Information and Communication has predicted that every South Korean household will have a robot by between 2015 and 2020 and that by 2018 surgery will be routinely performed by robots, that government is investing heavily in a research and development program to make it happen, but whether the predictions are correct and in the predicted timeframe remains to be seen.

Disappearing innovation

Now, apply the Jack Dorsey test to the innovative packet switching technology developed in previous decades, as ubiquitous as TCP/IP has become today and as often as we use it and depend on it, it has disappeared from the daily thoughts of those who use it. Even though it forms the fabric behind the connectivity of the digital generation, most of us would rarely give TCP/IP a thought when we send an email, watch a YouTube video or update our Facebook status. TCP/IP protocols helped to deliver this page to you but you probably didn’t think about this when you started to read. The application of the Jack Dorsey test would bring us to the conclusion that TCP/IP is one of those ‘best’ technology innovations that has disappeared just the way that Jack described it should.

The cloud hyperbole – is history repeating?

John McCarthy should be heralded as the founder of cloud computing, one of the first believers and pilgrims, in 1961 he predicted cloud computing, presenting the concept of ‘utility computing’ that was one day going to change the world, some fifty years later those days have begun to unfold.

John McCarthy’s utility computing, today paraded under the banner of Cloud Computing is now having a bigger, faster impact than TCP/IP in that it represents the converged maturity of a much broader spectrum of technologies already used by millions of people. But just like the predecessor innovation of TCP/IP, cloud too has been surrounded by much hyperbole and bold predictions.

However in the case of cloud computing the innovation has been accompanied by an army of IT vendors with cashed-up marketing mega-machines aiming to stir up a cloud frenzy, all with the objective to get a bigger slice of the opportunity to sell more tin, software and services. Can we blame the suppliers? No, the cloud hype came at a time when the industry needed a boost after the years of the GFC.

Behind the hype, there is no dispute that the cluster of technological innovations behind cloud computing have already started to change the world, but not everything is going as fast or to the scale of what has been predicted. Some may recall the early cloud predictions in 2009 that the majority of businesses would not have any in-house IT at all within a few years? And a high profile CIO was reported to say in 2010 that with cloud his firm would “never need to buy a server, rack or data centre again”. Fast forward to 2014 and that firm continues to buy all those things, so, while these predictions hold legitimacy in their underlying concepts, in many organisational settings these predictions are not even close to realisation.

The predictions of “wholesale” enterprise adoption are taking much longer to realise than the early hype suggested. The same way that we are waiting to see robots in every home, some of the bold cloud predictions are taking much longer to play out.

In the enterprise space the complexities of the obstacles in the way of wholesale cloud adoption take their toll as the years tick by, and while the technology continues to mature the demand side takes much longer to work out the how, why and when of cloud adoption. Why are things slower than predicted? Perhaps the reason is that the hype focuses on the maturity of the technology and ignores the maturity levels of the enterprise environment and the capacity or even the appetite, for bringing on the disruptive business change that wholesale cloud adoption initiates.

In the 1969 eureka moment with computer networking, the computer scientists knew they unlocked a door that would lead to further technological advancement, but they believed that things would progress much quicker than it eventually did. Similarly today, as the technology of cloud matures and on the surface appears to be ready for mass adoption, many cloud pundits are scratching their heads wondering why wholesale enterprise adoption remains elusive. Why are enterprises only making cloud moves with the components that sit on the fringe of the enterprise IT organisation? i.e. email, collaboration, web sites, open data, test and development environments, point solutions and proof of concepts?

Why is there very little heavy lifting by enterprises into these cloud environments?

Perhaps the hype has always been too focused on the cleverness of the technology, the carriage as it were, without enough focus on the content. Even the cleverness of the technology itself doesn’t solve the complexity of the consumption environment or the commercial hurdles needed to be overcome.The cleverness of the technology can always be revered but needed now is the translation into tangible business value and meaningful services that can actually be implemented with the least business risk, making a significant commercial difference.

While some technologists understandably place a lot of value in the technology stack and what it can achieve, the business is trying to survive in a harsh marketplace faced with a lot of hard truths, like this one: the market only values execution in the delivery of tangible business value. The substance of value lies in the content delivered and not in the carriage, despite the fact that the carriage makes it happen and a lot easier than was possible before. The gift is always much more valuable than its packaging.

Needed now is the ability to pull apart the tight grip of ageing legacy solutions that have many businesses in a tight hand hold, the legacy that is just not ready for cloud migration. Needed is the ability for unravelling the “IT Hairball” that has taken 30 years to develop that business is choking on. While cloud is the solution, the problem is still the same, and it has always been how to get from current state to future state.

Even with the cloud promise the business is still faced with the same challenge: the legacy system has to be remediated, updated, replaced in the transformation process and this still comes with the same levels of cost, risk and disruption.

Time for cloud to disappear

Just like what occurred with TCP/IP, cloud computing will bring much of the predicted change but over a longer period than predicted. There is a point in time when cloud should begin to disappear to become part of the underlying fabric that connects the world with its data, the customers with information, the business with delivery of services and digital consumers with their content.

As it disappears, the focus needs to finally shift away from technology and onto services, business innovation, real and tangible business value that makes a difference – such as developing new and better ways of delivering granular and just-in-time information to customers no matter where they are. This is what matters to most. In this context the sooner that “cloud” disappears the better.

IT Sourcing: in or out?

The question of whether there is a trend towards more organisations insourcing their IT seems to be popping up a bit recently but I can confidently respond that the research data continues to show the opposite is true.

Outsourcing continues to grow at a much faster rate with the majority of Australian firms already outsourcing some or all of their IT.

Research shows at least 40 per cent of firms intend to outsource more and interest in offshoring is on the increase even in the public sector.

Continue reading IT Sourcing: in or out?

Prosumers deliver the real future shock for CIOs

When the futurist Alvin Toffler introduced the notion of the ‘Prosumer’ in the early 1980s he said it was the “progressive blurring of the line that separates producer from consumer”.

Toffler described a new age of prosumption as the arrival of a new form of economic and political democracy, with self-determined work, labour autonomy and autonomous self-production. Of course his concept of prosumption was centred on consumers taking a more active role in the production of “mass customized” products, hence the name prosumer as a mix of producer and consumer.

While Toffler was thinking about new approaches to industry production he may not have realised just how disruptive the prosumers that he began to describe would eventually become during the digital age.

Continue reading Prosumers deliver the real future shock for CIOs

Planning for Cloud Computing means preparing for outages

A video blog by Scott Stewart, Researcher and Industry Analyst, with the discussion being the recent Amazon outage and what it means for your cloud strategy.
Stay tuned for more video blogs coming!