Category IT Strategies in the Age of Consumerisation Archives - Differentis

How easy is it to become a Digitally enabled business?

By Ron Mackintosh

Date 1 March 2016 Tags ,

Many companies still have a long way to go on their Digital Journey.

It’s not just about a mobile app, e-commerce platform or social media driven marketing. A true Digital journey needs to create better experiences for customers, aiming to improve service and deliver greater efficiencies.

So, if you’re the CEO of a forward thinking company, with a very diverse portfolio of offerings and services, nervous about your whole approach to Digital, what do you do when you realise there are duplicated and conflicting Digital initiatives? You ask for help.

Differentis worked with in-house teams to identify 12 core Digital Capabilities and then matched these to the initiatives against customer journeys to build a Digital Blueprint. The Digital Portfolio was rationalised; stopping the redundant, reshaping the poorly aligned and accelerating those that could deliver early wins – all in a matter of months.

One year on and the business is becoming Digitally Enabled; now armed with an effective (and used) CRM solution and (according to the customers) already offering a superior customer experience. It is well on the way to becoming an industry game changer.

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How the best companies embrace Digital, a “One Direction” story

By Ronald Mackintosh

Date 22 January 2016 Tags , ,

Employees and customers are starting to demand new ways of interacting which can only be achieved through digital processes and technology.

Most companies still have a long way to go on their Digital journey; often making the same mistakes, and learning the same lessons, painfully.

It is not only about mobile apps, bolting on an e-commerce platform or social media driven marketing; Digital creates the opportunity to build new personalised  joined up experiences for Customers, Partners and critically, Employees, changing the way your business is run.


So what is the key to shaping Digital initiatives to drive these experiences for your customers, partners and employees?

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Social CRM – how to find clarity in a blurred world

By Differentis

Date 23 May 2014 Tags

The rise of social networking sites has meant that customers are no longer prepared to be fed the traditional marketing, sales and service monologue from companies. They feel empowered with peer dialogue through online communities and have started to take greater ownership of the conversation with businesses which may be able to help them achieve their needs.

Traditional CRM strategies focus on managing relationships based on customer transaction history for the optimal extraction of value from the customer. These strategies create operational efficiencies in customer-facing activities to free up staff time to sell and resolve service issues e.g. opportunity management and pipeline visibility. Additionally they can create optimised offers for customers, leading to higher value customer purchases. This approach however is insufficient when it comes to customers whose trust lies in their peers. Customers are demanding engagement, not monologue, and want trusted relationships with authentic, timely communications.

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The reality of delivering Consumerisation in Corporates

By Mark Helme

Date 10 October 2011 Tags

The Economist special recently highlighted the increasing use of Consumer Technology in Corporates in its article ‘The consumer–industrial complex‘.

Differentis has been involved in leading edge efforts in Consumerisation for the last decade, and it is evident that these changes have massive consequences for the way IT should be managed. These changes encompass the technologies themselves, the way those technologies are used, the manner in which they are supported, the applications that the new technologies allow, the ways in which the enterprise can change and the services that are bought. They also change the IT governance and increasingly importantly, the degrees of freedom granted to the users.

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Is someone advising you to move to the Cloud? Then think about this:

By Ronald Mackintosh

Date 8 September 2011 Tags ,

Suppliers and evangelists are enthusiastically promoting the wholesale migration of corporate IT into the cloud; what appears to be a simple suggestion hides a set of complex trade–offs.

It’s true that mobility continues to grow, that we are enthused by new consumer technology, and that work and play are not sharply distinguished. At work we are increasingly demanding the ability to access our applications and our data anytime, anywhere, quickly and easily, and from the device of our choice.

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