Creating Value for Your IT Customers

You can increase the demand for network-centric solutions by recognizing the four phases of value creation. Key is determining what value means for each customer.

<p>Similar to the moon, there<br />are four phases to being able to develop value for and with IT departments. They are: fear of the unknown; territorial encroachment; catious curiosity; and value verification. ©iStockphoto.com/garywg</p>Phase 3: Cautious Curiosity

This phase can also be called Curious George gets an iPhone phase. It is where people recognize that change is inevitable, and must actively learn about partnering in areas they lack expertise. This is when you need to actively seek new information, listen to seasoned advice, learn from others, identify the core strengths you bring to a partnership and read everything you can get your mitts on.

Specifically, identify some credible thought leaders who have practiced what they are preaching. Phase 3 is a growth and awareness phase when you begin to realize what value is really all about. You have turned the corner and are ready for a change in strategy.

Phase 4: Value Verification

This is the “How does everyone win?” phase. It’s obviously the fun phase where you get to apply existing and expanding core competencies in new ways, as well as new applications. Rubber on the road … traction … forward progress.

I suggest you collaborate on building some baseline metrics for success with your new friend in IT. Always start with thoughtful questions, not product answers. The performance metrics should be measurable, practical and have reasonable timelines. This is the foundation for return on security investment (ROSI) case studies. So your homework for next month is figuring out a good baseline metric for the university example I shared earlier.

While IT management must deliver technology solutions consistently well, they must also manage their department for business results. This means creating business value for their customers, just like your business.

Need a good question to get the ball rolling with senior IT management? Try, “Would your CEO describe the IT department as a tactical but necessary expense, or as a strategic investment that will help the company grow?” This is a good qualifying question to understand who you are working with and what potential opportunities exist for creating value.

Their answer will help guide your business value creation strategy. Always remember
that IT must go through the same four phases you do to find the “enlightenment” of convergence.

Paul Boucherle, Certified Protection Professional (CPP) and Certified Sherpa Coach (CSC), is principal of Canfield, Ohio-based Matterhorn Consulting (www.matterhornconsulting.com). He has more than 30 years of diverse security and safety industry experience and can be contacted at [email protected].

 

 

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Paul C. Boucherle, Certified Protection Professional (CPP) and Certified Sherpa Coach (CSC), is Security Sales & Integration’s “Business Fitness” columnist. A principal of Matterhorn Consulting, he has more than 30 years of diverse security and safety industry experience including UL central station operations, risk-vulnerability assessments, strategic security program design and management of industry convergence challenges. Boucherle has successfully guided top-tier companies in achieving enhanced ROI resulting from improved sales and operational management techniques. He is a charismatic speaker and educator on a wide range of critical topics relating to the security industry of today and an accomplished corporate strategist and marketer whose vision and expertise in business performance have driven notable enterprise growth in the security industry sector.

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