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IDC PeerScape: Practices for Building a Customer-Centric IT Organization

IDC PeerScape: Practices for Building a Customer-Centric IT Organization

This IDC PeerScape explores how the IT organizations at two enterprises have become highly customer centric. The document describes four best practices that are at the heart of a customer-centric organization, with examples and experiences from two CIOs who have successfully built customer-centric IT organizations. Readers will gain insights from stories of how a customer-centric organization has been achieved, with advice on how to design and implement these best practices."The CIOs featured in this document have successfully earned the role of a trusted business partner within their organizations and have built a set of customer-centric best practices to make their IT organizations fully focused on meeting their customers' needs," says Bob Multhaup, adjunct analyst with IDC's IT Executive Programs (IEP).

Please Note: Extended description available upon request.


IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Position the CIO as a Trusted Business Partner
Challenge
Example
HMSHost
QEP Resources
Guidance
Practice 2: Institute Collaborative IT-Customer Decision Making
Challenge
Example
QEP Resources
HMSHost
Guidance
Practice 3: Establish an Innovation Lab in IT to Support New Product Introductions
Challenge
Example
HMSHost
QEP Resources
Guidance
Practice 4: Create a Multidimensional Communications Program to Connect IT with All of Its Customers
Challenge
Example
QEP Resources
HMSHost
Guidance

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