Mark McDonald

A member of the Gartner Blog Network

Entries Categorized as 'Applications'


PLURES ex UNIS – an architecture model for digitalized business

by Mark P. McDonald  |  March 2, 2013  |  Comments Off

“Many out of one” is the rough translation.  The term sounds familiar.  Its opposite- e pluribus unum ‘one out of many’ – is the motto of the United States.   The term also gives us something to consider as we invest in further digitalizing business processes, products, channels and offerings. Enterprises already use digital technology in […]

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Category: Applications Cloud Digitalization     Tags: , ,

Segmented service requires more than classifying the customer experience.

by Mark P. McDonald  |  June 6, 2012  |  Comments Off

A differentiated customer experience is central to the competitive strategies of many companies.  Differentiating the customer experience feels right.  It seems a natural outgrowth of marketing segmentation and the innate desire for people to be treated as individuals and accorded specialized status.  Technologies like analytics can help identify who these differentiated customers should be, but […]

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Category: Applications Business Process Customer Experience marketing     Tags: ,

Customer experience extends beyond quality of service and usability

by Mark P. McDonald  |  February 28, 2012  |  3 Comments

The customer experience is one of the areas where technology is becoming more important than IT.  TECHNOLOGY > IT. Traditionally the customer experience as been viewed as an issue of the quality of service customers receive and how an organization handles service failures and gaps.  That description, while true, reflects an operational view of customer […]

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Category: Amplifying the Enterprise Applications Innovation     Tags: , , ,

You cannot separate mobility and consumerization

by Mark P. McDonald  |  December 14, 2011  |  7 Comments

I doubt that anyone has lugged their personal desktop computer into the office and demanded that it be connected to the network.  Equally I doubt anyone has brought in a pile of CD’s asking to load their own enterprise software on the network to run their part of the business in their own way, giving […]

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Category: Applications Technology     Tags: , , ,

It’s time to start talking about the ‘middle office’

by Mark P. McDonald  |  March 30, 2011  |  8 Comments

Many people think of a business as consisting of a front office, which markets, sells and serves customers and a back office that fulfills demand and handles operations.  The dichotomy of front vs. back is the basis how we think of everything from compensation structures and rewards (front office) to information systems (back office) and […]

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Category: 2011 Applications Management Strategy     Tags: , , , ,

Building solutions should be like shooting a movie — concurrent engineering in developing IT solutions

by Mark P. McDonald  |  December 2, 2010  |  1 Comment

Accelerating the delivery of new or improved solutions is one of the key sources of IT value and the importance of application development.  Methods and techniques for building solutions has also been the subject of intense focus from the original creation of structured methods to current innovations in agile development.  While there has been significant […]

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Category: Applications Tools     Tags: , , ,

Powershift an example of the gap between corporate and consumer tech

by Mark P. McDonald  |  October 7, 2010  |  1 Comment

Powershift refers to some posts related to the tangible differences between corporate and consumer technology and the implications of these differences on the technology industry. This post provides an example of the differences and the gap between the technology we get at work and the technology we prefer to work with in our daily lives. […]

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Category: Applications Tools     Tags: , , , , ,