rated IT as “effective,” but that number shrank to 26 percent in 2009. And
it’s not just senior leaders who think IT has room to improve; it’s end users
too. In a 2009 survey of more than 5,000 end users,
we found that a
stunning 76 percent
disagreed
with the statement that their job performance
had improved because of a new system delivered by IT.
What we’ve found in IT is very similar to what we’ve found in
recruiting and, of course, sales. Business customers
want their IT business
liaisons to bring them new ideas for how they can use technology to save
money or make money. Efficient service delivery is all well and good, but
what the business really values is insight into how they can compete more
effectively.
Think about the parallels here. In our study of business customers, we
found that 53 percent of loyalty was driven by the sales experience—
namely the supplier’s ability to deliver unique insight to the customer.
These are very similar results to what we learned
makes recruiters and IT
business liaisons effective in their jobs. We also found that the reps who can
deliver the unique insights customers are looking for—the Challenger reps
—represent only 27 percent of all salespeople. Again, this is very similar to
what our colleagues in recruiting and IT found.
Dostları ilə paylaş: