More than 3 decades of experience has shown us that an optimal mix of people, process, and technology is critical for the success of all strategic initiatives including Metaverse, Digital Communities, and CRM. This mix must be adjusted throughout the initiative to ensure that critical goals are met. Overall, we have found that focusing 50% on people issues, 30% on process issues and 20% on technology is the formula for success.
While each of these 3 components presents its own set of challenges, our consulting approach is focused on getting this mix right at all stages of an implementation. Successful organizations first ensure their customer-facing processes are optimized. Then they take the time to entice people (including employees, partners, and customers) to buy into the enhanced processes. Finally, they apply technology to support these optimized processes that people have bought into.
The people component presents the greatest challenge because new processes and technology almost always require changes in the way users do their jobs, and users are often sensitive to change. Team members who do not understand the point of these changes, who are not allowed to participate in their formulation, or who are not given adequate preparation and training will, understandably, resist. That’s why gaining user support early on and keeping it throughout an initiative is an important driver of a successful implementation.
We’ve found that organizations often try to correct their existing process problems with software that contains one or more processes prebuilt by the vendor, and then force these “not-built-here” processes on users. This is a recipe for failure. Process change must be driven from within. ISM ensures your sales, marketing and/or customer service processes are optimized prior to applying technology to these processes.
There are many excellent technologies available to support Metaverse, Digital Communities, and CRM projects. Too often, however, the technology component is given disproportionate emphasis, sometimes to the detriment of the overall project. Ultimate success or failure of the project is determined not by the technology but by user adoption of the technology and how well the technology supports optimized customer-facing business processes.
In 1985, ISM created a proprietary, multi-step engagement methodology to ensure the successful implementation of our customers’ strategy initiatives. We have found this methodology to be so successful over the years that we now apply it to all customer initiatives. Our TDBU methodology gathers both “top-down” (executive and management) and “bottom-up” (front-line sales, service and marketing personnel) perspectives to ensure that the critical mix of people, process and technology is properly aligned. The result: our customers realize successful strategic initiatives that deliver increased sales from enhanced customer loyalty, satisfaction, and advocacy, lower costs to service customers, and more engaged customers.
ISM’s TDBU Methodology ensures the successful implementation of your technology initiative.