IT Is from Mars, Customer Service Is from Venus
IT and business simply do not speak the same language. Collaboration between the two groups is difficult. Often perceived as ‘lack of alignment’, it results in frustration for both sides. The problem has existed for ages. However, in today’s hyper-competitive world, where agility is one of the most important differentiators, poor collaboration between IT and Business holds huge repercussions.
So much so, that in the recent 2010 State of the CIO Survey, two of the top three imperatives for CIO were identified as:
1. Aligning IT initiatives with business goals
2. Improving IT operations and systems performance
3. Cultivating a better IT partnership with line of business operations