Innovation  |  Competition  |  Brand Power  |  Promoter Customers  |  Agile Business  |  Momentum  |  Aligned Team  |  Leadership  |  Customer Centricity
Article CX Infrastructure

Keys to Successfully Using Technology to Advance a Business

Avoiding the Fly-By on Value

Whether a company is building its own technology or getting it from a vendor, the process needs the same attention to creating business value.  Too often there’s a great initial intention but very poor translation into a specification or requirement.  The result? A solution which fails to deliver the intended value (often at major expense). 

Embracing and Mastering Tradeoffs

The hardest thing with technology is the tradeoff decisions that come with build / buy processes.  Whether it’s agility vs functionality, simplicity vs depth or speed vs cost (among many others), the key decisions that get made need to be driven by the goals around value that are mentioned above. It’s the critical management capability that a company’s management needs to have to be effective at driving technology’s impact on their business.  

Focusing the Empowerment on the Customer

Customer centricity is a key variable in the long term impact of technology.  In the short term, many companies seem to benefit from creating power for their business rather than for customers.  But that advantage is often short-lived.  Long term impact of technology depends on customer centricity driving decisions.  Does your technology investment consistently deliver impact to customers as much as it does to your company? it’s not always the easiest thing to achieve, but customer centricity can be made pervasive across all your technology efforts. 

Alignment to Business Model

One of the biggest dangers of using external vendors to drive technology advancement is losing the ‘soul’ of your systems.  Vendors solutions aren’t custom tailored to one company but rather are meant to serve a large number of customers with one solution.   What that leads to is companies implementing bloated solutions that don’t align with their business models.  The smart ones don’t take all the functionality as apply it — they pick and choose the parts that tie most closely to their core business value proposition and larger business model.
May 19, 2016  

Are You Using These 5 Approaches to Greater Business Agility?

3 Ways to Innovate the Customer Support Side of Your Business

Going From Good to Great on Customer Centricity: 4 Ways Companies are Creating Real Advantage

Using Customer Centric Strategies to Build Business Momentum


Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

theEdit NEWSLETTER latest issues
LATEST ARTICLES strategy, insights, examples
Article CX on Social

The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

Connect to Customer Excellence Magazine
Different social platforms ...
varied experiences.

Get a wide perspective on
Loyalty | CX | Rewards | Mobile | Gamification | Omnichannel | VOC
LATEST OPINIONS from our editors

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

  © 2010-2017 Ideal Path. All rights reserved.