Author

Andrew Spanyi

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Andrew Spanyi is a Senior Consultant with Cutter's Business & Enterprise Architecture practice. He focuses on helping leaders transform outdated, traditional mental models and behaviors to those based on enterprise business process principles. Read more ...

Sep 102013
 

Given the rapid expansion of social and mobile technologies, organizations have increasing opportunities to connect with customers. The IT organization will play a key role not only in capturing and analyzing customer data and increasing the number and value of online customer interactions, but also in terms of creating the means for internal departments to collaborate and better serve the needs of customers. Some organizations mistakenly believe that customers want an online relationship with their company and bombard customers with surveys, questionnaires, and offers, whereas the reality is that what most customers really want is information and discounts. Organizations that examine and continuously improve their customers’ experience in their ease-of-search, ease-of-purchase, and ease-of-tracking delivery progress Read more

Dec 212012
 
Management Attention Will Become Systemically Focused

I see the emphasis on managing customer experience accelerating. Some progress has already been made in the area of customer-centric measurement, largely due to an increasing emphasis on Big Data and process analytics. In 2013, more organizations will begin to understand that this calls for a shift in management attention to a more systemic view of business. Some organizations may begin to appreciate that overall performance for customers is dependent on what the organization measures, manages, and rewards and therefore requires a systemic view that pays attention not only to customer-focused metrics, but also to business models, governance, and reward systems. [Editor’s Note: This post is part of the annual “Cutter Predicts …” series.]

Nov 052012
 

Global competition, increasing customer power, and quantum advances in technology have combined to demand a new and more adaptive approach to managing the business. In spite of significant advances in methods to improve business performance, such as TQM, Six Sigma, Lean, BPR, ERP, CRM, SaaS, and the cloud, many organizations continue to struggle in executing improvements to business performance. In many cases, the culprit is a traditional functional view of the business, where organizations develop plans, budgets, and even reward systems mainly in a functional or departmental context, paying little attention to the “critical few” measures of performance that matter to customers and failing to gain clarity on the type of cross-departmental collaboration needed to Read more