IT Management Slideshow: Creating a Customer-Centric Culture in IT

Ultimately, you and your employees are in the customer-delivery business. Yet, far too many tech departments fall short in delivering on customer expectations. In the book "Unleashing the Power of IT: Bringing People, Business, and Technology Together" (Wiley/available now), author Dan Roberts devotes a section to elevating the customer-centric culture within IT. Within the section, Roberts addresses a number of common concerns, such as quality assurance, expectations management and complaint follow-through. One key takeaway: CIOs and their IT employees must realize now that their customers are savvier than ever about technology, thanks to mass consumption, and that this dynamic will continue to transform future interactions. "It's important to remember that internal IT is no longer the only game in town," Roberts writes, "and the days are gone when clients depended solely on IT to provide technology services." The author is president/CEO of Ouellette and Associates Consulting Inc., an IT leadership/professional development company. Here are 10 highlights from the book: