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IT users are now consumers -- and the path to customer satisfaction
This article is part of the CIO Decisions issue of November 2012, Vol. 17
CIOs and IT leaders are going to have to get comfortable with the new language of consumerization—that is, stop calling their employees “users” and instead call them what they really are: “consumers” of information technology. That may get confusing because, of course, “customers” are the life blood a business. But it’s the business’ internal consumers that put that technology to work in helping reach customers and satisfy customer needs. Don’t take my word for it. Madison (Wisc.) College CIO Igor Steinberg said, “Our internal customers are primarily faculty, and I guess students are external customers. ... They are riding the wave of consumerization and expect to do whatever they need to do when they need to do it and in the way they want to do it. So, those are their expectations.” When Art King was the global information architecture lead for Nike Inc., a primary issue was working on a wireless strategy in tandem with mobile device management, “because the people using wireless devices want to consume enterprise services,” he...
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News in this issue
IT executives offer insights into how they are managing network capacity in light of the mobile IT influx.
Sanctioned or unofficial, mobile devices put pressure on enterprises' network capacity. Different approaches are helping CIOs reduce the strain.
A chief information architect is handed a challenge: build an enterprise social network for the best brains in the world.
Read how University of Nebraska CIO Walter Weir pulled off a massive email cloud migration with relative ease.
PayPal's Mok Oh says big data analytics will have arrived when people like him aren't needed.
Columns in this issue
IT users are now really consumers, and providing them with the technology they crave is the fast path to divining and satisfying customer needs.