The Customer Experience Economy: Who Will Survive the Next 12 Years?

By |May 18th, 2019|

The need for change has never been clearer. At the same time, knowing the changes to make, with limited resources, has rarely been more obscure. Things change. It’s a fact of life. Whether the seasons, our age, or the weather, change keeps happening. Today, with all of the latest hype around Artificial Intelligence, Machine Learning, Robotics and Digital Transformation, the reason for change to begin with gets lost in the buzz. You gloss over the “Why?” as you fall to the clamor that you ju [...]

Create SAP Convergence Instead of Business to IT Alignment

By |April 4th, 2011|

This is part of an ongoing exploration of creating an SAP or Technology "Center of Excellence" within your enterprise. For the background and key insights on this approach, see the Series on SAP Competency Center or SAP Center of Excellence . ------------------------------ The real future of technology is for IT to integrate with business, or in other words, to converge business and technology. The idea of aligning with business is too weak to define what IT and SAP must do within the enterpris [...]

Toward an SAP Center of Excellence or SAP Competency Center – PART 2

By |July 27th, 2010|

Part 2 of 3 SAP Competency Center – Doing Things Right VS SAP Center of Excellence – Doing the Right Things The SAP Center of Excellence approach assumes a dynamic organization that is experiencing a fair amount of change, at a pace that causes the organization to stretch. This is usually the case with growth-oriented companies that are seeking new competitive methods and ways of operating in a challenging global climate. The SAP Competency Center approach assumes a fairly stable business model [...]

Where do you Start with SAP Return on Investment or SAP ROI?

By |July 19th, 2010|

See Part 1 - SAP Implementation Is an Investment Not an Event How much is it going to cost, and how long is it going to take? That is the classic approach to SAP implementations. However, this approach is not enough today, as the marketplace is demanding more from their IT dollars. Now the marketplace has questions about measuring cost reductions, process improvements, and customer retention/acquisition. These are all important discussions. Your money has to work for you in your business-- and [...]

Customer Relationship Management or CRM

By |June 13th, 2010|

Customer Relationship Management (CRM) is a core business practice that almost everyone reading this post is familiar with at some level. You have likely read about CRM, attended workshops and seminars on the subject, and perhaps even believe you have implemented a CRM initiative. While customer relationship management is certainly not a new business practice, it is also not a practice that most executives understand or leverage to its maximum capabilities. In today’s post, I will provide an ov [...]

Process Execution of Business and IT Innovation

By |May 3rd, 2010|

The idea of innovation in business or IT is generally an aspiration to most. Leaders and managers occasionally mention the need to innovate, but when they stop to consider what that means, many of them abandon it as an impossible dream. They wait for some strange spark, some odd occurrence to somehow spark the flame of new beginnings. Execution of the Innovation Process Inspiration for innovation or creativity can come from anywhere. Frequently, the innovation problem isn't a lack of good ideas [...]