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November 2012, Vol. 17

IT users are now consumers -- and the path to customer satisfaction

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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