BYOD is doing to IT today what PCs did to IT in the 1980s, drastic game-changing things. Although IT survived through the 1980s, Rob Enderle warns that we might not be so lucky this time. IT everywhere could take a major hit unless it learns to anticipate its customers’ needs.
Who really has this idea down? EMC is setting the standard in using analytics to track customer needs. The analytics not only help the customers, but they also help EMC prioritize by zeroing in who’s the most loyal/valuable and therefore worth the most time. When EMC revealed their analytics method to one of their biggest customers, the customer got upset. Not because they were being monitored, but because they wanted EMC to help them do the same with their organization.
If users aren’t being monitored, there will be a growing disconnect that no amount of technology can solve. Instead, start with analytics and marketing communications. Don’t let the latest device change your customers’ minds more quickly than you can. Anticipate their needs, and anticipate your future.