Gartner Blog Network

Posts from Date:   2012-9

IT needs an epic journey, especially now!

by Mark P. McDonald  |  September 28, 2012

An epic journey is a one where the hero performs amazing deeds and adventures.   The hero often starts this journey reluctantly facing challenges leading them away from the world they know and requiring them to leave home, hearth and family.    Facing trials and temptations the hero earns a great prize and all looks well.  Then […]

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Smearing the lines between B2B and B2C

by Mark P. McDonald  |  September 26, 2012

The differences between a Business-to-Business (B2B) and Business to Consumer (B2C) business are fading as digital technology; consumerism and competition redefine expectations and the customer experience.  Everyone wants to be treated like a customer in terms of service level, information transparency, and easy to use commercial interfaces.  This is one of the aspects of consumerism […]

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Outside In: The Power of Putting Customers at the Center of Your Business — A book review

by Mark P. McDonald  |  September 24, 2012

Outside In: The Power of Putting Customers at the Center of Your Business  is a solid book on the increasingly important subject of the customer experience.  Harley Manning and Kerry Bodine provide a comprehensive view of all of the major aspects related to the importance, design and creation of compelling customer experiences.  Overall this book advances […]

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Laboring together is not the same as creating together

by Mark P. McDonald  |  September 21, 2012

We need a new definition of collaboration because the one we all understand, the one supported by workflow technologies is not what we often mean. It is time to say collaboration when you mean working together and to find a different term when we mean creating together.   You can see this when you break […]

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Tii or T2i or Ti(squared)

by Mark P. McDonald  |  September 20, 2012

Technology, innovation and information (Tii) how about that for the name of a re-imagined IT organization?  It’s a response to the question what should IT be called in the future?  I offer this one as a concept that brings together a deeper response to the future of the resources, responsibilities and contribution of the construct that […]

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Recognizing the Renaissance CIO

by Mark P. McDonald  |  September 17, 2012

Last Friday I had the honor of speaking at the Fisher Center for the Management of Information Technology at the Haas School of Business located at UC – Berkley.  The event awarded the first Fisher – Hopper Prize for Lifetime Achievement in CIO Leadership.  It was a great event and marked a watershed in the […]

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Beyond Social Media Marketing, Part 2

by Mark P. McDonald  |  September 13, 2012

A prior post on this blog sought to make the case that its time to think about social media marketing beyond ideas of generating attention or likes.  This posts introduces a framework for thinking about social media marketing in the broader context of the customer experience. Seeing the potential of social media technology beyond marketing […]

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Beyond social media marketing, Part 1

by Mark P. McDonald  |  September 10, 2012

Social media and marketing gets all the attention.  Ask business leaders about social media and often they will speak about its use at a technology for customer communications, marketing and sales. Early posts on this blog discussed the need for social media technology to go beyond marketing applications.  Extending the use of social media technology […]

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A Decade of Devaluation in IT

by Mark P. McDonald  |  September 7, 2012

In a prior post — When Frugality Fails — the topic was what do you do when just cutting costs is not enough to define success.  This topic looks at what a decade of flat IT budget investments really means.  IT budgets have been essentially flat according to the results of the Gartner Executive Programs […]

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Welcome to the first day of the rest of 2012

by Mark P. McDonald  |  September 4, 2012

It’s the day after Labor Day in the U.S. and the semi-official end of summer.  Financially it is the last month of the third quarter.  It is also the first month when all the tourists have gone home from Europe.  As we settle down and come back from summer vacation it’s a good time to […]

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