IT Strategy: An Oxymoron?

The rapid change in technology today begs the question ‘Is it possible to have an IT strategy?’

In our opinion, that’s the wrong question.  We view IT as any CIO worth his salt would.  IT is a tool for achieving your business strategy – for differentiating your company from competitors.  IT can become a competitive advantage, but it isn’t what your customers are buying.

They’re buying the image, innovation or time savings your company provides.  When your IT decisions facilitate the delivery of what your customers value, it’s strategic.  When it doesn’t, it’s not.  Here are simple steps to assure that IT is supporting your strategy.

1. Make sure that you’re clear about what your customers value – image, innovation or time savings (convenience).
2. Determine what it is about your offerings that prevent them from being even more valuable.
3. Explore IT and non-IT solutions for creating that additional value.
4. If IT offers the best solution, engage your customers in the design of that solution to assure that it remains focused on your business goal – improving the customer experience.
5. Field test the solution with actual customers.
6. Be prepared to make changes based upon customer feedback.  Failure to do so will create ill will and could cost you customers.
7. At least quarterly, ask what would make their experience more enjoyable, what problems they encounter and what workarounds they employ when using your products and services.

This simple approach assures congruency between your business and IT strategies.  If you don’t have the resources in house, consider our Virtual CIO services.  We have a lot of experience helping clients blend their business and IT strategies.