For half a century at least, I.T. teams have focused on solving
business problems through computer technology - and largely
ignoring the human element in their interactions with end users. In
his new book I.T. IN CRISIS: A NEW BUSINESS MODEL, consultant L.
Paul Ouellette shows how to bring the I.T. team into the
twenty-first century. Organizations that employ I.T. professionals
are facing a new economic landscape - one where closer, more
engaged relationships with internal and external customers are not
merely nice if you can get it, but essential for organizational
survival. I.T.'s old business as usual approach - and let the
relationship thing take care of itself - is, Ouellette warns, now a
recipe for disaster. I.T.'s challenge is to adapt to the
customer-focused operational realities of the twenty-first century.
Teams that meet this challenge will thrive, and will create
extraordinary opportunities for themselves and their organizations.
Teams that don't, Ouellette believes, will be marginalized or
phased out. How do we make this (long-overdue) transition? By
upgrading the I.T. Professional's skill sets - and moving from the
back room to the forefront of the business, the place where
person-to-person connections with customers as human beings take
place. In I.T. IN CRISIS: A NEW BUSINESS MODEL, Ouellette offers
proven, real-world strategies for I.T. teams to forge closer bonds
with their end users. He shows I.T. professionals how to change the
way their customers think about I.T., how to improve I.T.'s
standing within their own organizations, and how to enhance their
own careers -Paul offers the 1 tool to turn negative relations into
a positive one. Methods for successfully conducting the 3 main
points of your clients' interactions, learn what clients really
want from I.T. and the 5 steps to building your sustainable service
strategy. Building very specific empathy, listening skills,
rapport-building, and overall relationship management capacities.
Ouellette also includes the case studies and action forms that will
help I.T. teams to execute on the book's core concept. Today's
business environment is highly competitive. In order to survive,
organizations must create new business models that focus "like a
laser beam:" on the customer. For those who work in Information
Technology (I.T.) customer relations is no longer a "nice to have
skill, but rather a "must have:" skill. The average professional
Information Technologist is lacking skills in this area - and thus
I.T. faces a crisis. For the first time since the introduction of
computer technology to the world of business, I.T. funding has been
reduced, and investments going into computer business technology
are declining. I.T. is no longer seen as the savior of a company's
bottom line. This state of affairs actually represents a new
opportunity for I.T. If we make a conscious decision to conduct
business differently, upgrade our skills, and focus on the customer
- we can get the credit, attention, and recognition we deserve.
Computer technology solutions are but one part of what we offer. In
the twenty-first century, we need to play a much broader role ...
build stronger relationships with the people we serve ... and
become an irreplaceable part of the client's business solution.
Addressing the problems and offering corrective strategies facing
today's I.T. professional are the sole purposes of this book. Once
we do this, we will not only succeed, we will thrive I.T. IN
CRISIS: A NEW BUSINESS MODEL strategizes how to make this
transition.
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