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CIO Relevancy Depends upon Taking a Customer Journey

Where does the line of CIO responsibility start and end? In a post for the Gartner Blog Network, Michael Maoz explains that if CIOs are not measured on things like hitting growth targets or expanding customer base, then they need to look elsewhere to stay relevant throughout the customer journey. It is time for the CIO to get talking with customers.

Learning Abroad

Maoz establishes a great example for better understanding what the CIO actually does. A parent may proclaim that he is the father of his country. Though he is a father, and he does reside in his country, the two statements cannot be combined to convey the same meaning. When it comes to a CIO, the same wrong idea is too often applied. The CIO is seen as a business leader. They are a leader in their department, and they work for the business at large, but they do not have the same responsibilities that a business leader would actually have.

In actuality, CIOs are business leaders on a smaller scale; they do not have responsibility for profits or loss, but they do have some influence in the business’s decisions. One area where IT stands to be make a real difference is in the area of marketing and sales. However, CIOs are working with limited resources. The IT department likely controls around 4 percent of the budget, while marketing has closer to 12 percent.

But all of this can change if CIOs begin looking at the customer journey further. Initially, they probably will lack the experience and knowledge about the power of multi-channel customer strategy. This is not surprising, considering the CIO has responsibilities in the company that already include: security, infrastructure, business integration, data management, communications and networks, project management, testing and development, and IT budgeting. CIOs have a lot on their plates and sometimes need a little extra help from their peers.

If you work in marketing or sales, or even a different department, take the time to help educate the CIO on business innovation. Knowledge is power, and for them to maximize their “business leader” potential, they will need a little more education. You can view the original post here: http://blogs.gartner.com/michael_maoz/2016/04/06/isnt-it-about-time-that-the-cio-set-out-on-a-customer-journey/

About Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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