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I know too well that when you are provisioning, fixing and diagnosing the IT network and its resources it naturally becomes the primary focus -and that's only right. However, at some point, IT professionals should think about the organisation's customers in all their forms.

Customers can be very unforgiving. I have seen it suggested that nearly 90 per cent of customers can stop being one after a single poor customer service experience, and remember that it's their perception of what constitutes poor that counts.

IoT is going to draw us into a broad and diverse range of applications and, well, customers. And this is yet another example of how being the best technical resource in the organisation will just not be enough.

The Ovum Industry Congress recently published some analysis that emphasises how ""Today's customer has suitors from all over the world, is better informed, and can make more knowledgeable choices."" If you have no customers, the best IT in the world may not help.

Ovum has set out the agenda for a culture of customer-centred maturity that they call the ""Customer-Adaptive Enterprise."" While this appellation speaks for itself, Ovum has created a set of attributes that will help an enterprise to become customer-adaptive which, includes ""An engaged workforce that buys in to this customer purpose.""

With the IT and network team confidently in place, it is essential that they are engaged beyond the technology alone, and invested into the reason for that technology and its role in their employment""

Ray Smyth - Editor, Network Computing.
Ray.Smyth@BTC.CO.UK | https://twitter.com/ItsRay?