Over the last few weeks, I’ve been getting one particular question more and more… Inquisitive minds wonder: “what is it you do exactly?” and I feel that I have a really great (and vague) answer to share.

I like to tell people that I work as a problem solver, helping large enterprises solve their most complex issues. Sometimes I add that we enable them to deliver high performance over the long term. Great, succinct, true.

But, then they ask the dreaded, “What? So how do you do this?”

Well, I say, I work in the world of technology consulting and systems integration and I help companies implement ERP systems so they can be more efficient in their real time —- and at this point — I’ve lost them. They say, ERP huh? SAP what? Real time data? Doesn’t that just happen on it’s own? It’s a lost cause at this point.

So, I stop and regroup. I continue and share that we help big companies fix their IT problems.  Most of the time, they ask if I go in and fix a Microsoft Word issue on an employee’s PC… I smile and tell them it’s not exactly that.

The fact of the matter is that the consulting world is about making companies achieve greatness, and being a member of a team that delivers crucial solutions for some of the most incredible enterprise problems. It involves hard work and a vast problem solving ability, exceptional client focus, and a drive to outperform the benchmarks already created for best in class results. It’s a world, where the best is just good, and innovation is a must have skill.

And, I believe, it’s where I was meant to be.

Technology consulting, in and of itself is a strange ecosystem. Technology consultants are called in when the core competency of a company is in jeopardy, and the success of a project is absolutely crucial to their organization’s viability and growth. Consultants are called in when the most complex issue is involved, and industry experts with amazing resources and knowledge are needed to advise top executives on how to proceed. 

So, I guess, I should just say when someone asks “what does a technology consultant do?” — is that we help some of the biggest companies achieve success through technology — and leave it at that.

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Cloud computing hype has been “deafening” lately, as the Economist puts it plainly. But, is it really hype or is it an accurate vision of the future of enterprise?

Given the straitened times, you would have thought that cash-strapped companies would be jumping at the chance to outsource their computing operations to the Amazons, Googles, Salesforces and Microsofts of the world. Along with others, such providers have been vying to offer their customers access to data-processing and storage capacity, plus all the usual business software running on their own servers, via the internet or more private connections… Yet there have been few takers. What is holding IT managers back is fear about security. // via Tech.view: Cloudy with a chance of rain | The Economist.

I value the opinion of the author of this article, as he brings up valid objections to the technology, but ultimately, I believe that cloud is the future of IT; notwithstanding the security threat belabored above.

Why?

Because history has proven many times that firms that focus on their core competencies survive and thrive. Yes, security is a valid concern for in-house control, but I can envision a world where cloud companies will have more than adequate levels of protection, given the nature of their core competency–the cloud.

Companies that are not enterprise software or consulting firms should let the heavy lifting take place by the pros. It’s as simple as that. Companies should focus on what they do and let the business service firms come in and do what they do: cut costs, optimize, and deliver high performance results.

Beyond that simple business logic, it just makes sense that firms will start putting assets in the cloud. Why maintain systems, clients, software, and enterprise applications when another company can incur those costs and just charge you for what you use? Scalability is key here, and will continue into the future.

Fear

Clearly, firms are scared about security. Rightfully so. They are also scared about up-time and stability. Microsoft and Google have recently dealt with very public issues regarding cloud technology (think Sidekick and Gmail outages). BUT–flexible computing is the future, and you will see, as the technology is slowly adopted, more firms will jump on board. The future is in outsourced computing and the cloud.

In the cloud, a company can contract for redundancy, and why not let the people who specialize in these technologies be in charge of maintaining your data. After all, if you are a baker, you wouldn’t expect to install the ovens and supply your own gas to fire them, would you? You would get a specialist: an oven installer, and contract with a utility to supply the store. Here, the cloud is the utility. They manage the processes that supply your bakery’s pipeline.

The analogy is scalable. If you are in enterprise, you wouldn’t expect to be an expert in implementations of databases and customer relationship management software, so why not let an expert deal with that, so you can focus on what you do best, interacting with your customers. Technology is a partner, and helps facilitate business, it is not the core of your business. And for that reason, the cloud is a perfect solution.

Risk and Rewards

Yes, there is risk. There is risk in everything we do in business. Calculated and managed risk can involve great reward and with technology improving at such breakneck speeds, these risks can be minimized. Redundancy and security solutions can be customized to alleviate any concerns a company may have regarding outsourcing technology and processing information. So, why not let a professional that has expertise in assuming those levels of risk, and manages global security on a holistic scale do that, rather than go it alone when it’s not your forte?

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Due to the nature of my job, I find that I am constantly thinking about how to improve customer satisfaction, but as a consumer, it’s also something that I am acutely aware of when it’s done incredibly well (see my post about J.Crew).

Add technology to the mix, and you can bring satisfaction levels to new heights with process innovation and customer facing technological improvements.

I also believe that an acute and strict focus on customer service is also increasingly important for all business transactions–even if your firm is not in the retail or hospitality industries. Why? Because there is always a competitor eager to snap up your customers if you don’t meet their expectations perfectly. This is where technology can greatly add value, and create competitive advantage. Just ask Apple and USAA.

Technology Drivers in Satisfaction

This year Apple has ranked third in Business Week’s customer service survey. Apple’s service technology including the genius bar, and “roving in-store checkout clerks” were primary reasons listed for their success.

The company’s sleek devices and user-friendly software aren’t its only innovations. Appointments at Apple’s (AAPL) “Genius Bars” and its roving in-store checkout clerks are just two ways the company has pioneered new approaches to customer service. The iPhone maker is likely got a bump this year as more companies created customer-friendly apps for their own services, helping to burnish Apple’s customer service brand. // via Customer Service Champs 2010: No. 3 Apple – BusinessWeek

The article continues that USAA (an online-based banking/insurance institution for the military) has taken the number two spot, mainly because of the use of technology within it’s “brick-and-mortar-less” operations and their iPhone app. Just think, when you are in Iraq, how are you going to get to your nearest branch? What about mailing in a check? That’s where technology comes into play.

When Staff Sergeant Corey Mason wants to deposit a check, he doesn’t use an ATM, a teller at a branch, or even a stamped envelope and deposit slip. Rather, the 37-year-old GPS systems specialist takes a picture of the check with his iPhone, uses an app to send it to his bank, and within minutes the money shows up in his account. // via USAA’s Battle Plan – BusinessWeek.

In reading the business week article about USAA, it’s remarkable how their revolutionary technology has increased customer satisfaction, and created life long relationships and brand loyalty.

It’s not just the people piece any more, it’s the technology behind their customer interactions. What I find even more surprising, is that they are able to quantify their return-on-investment in technology with top-notch customer service ratings and rankings in these types of surveys. So very difficult to make a business case for these technologies, but with the right filter, it can mean the difference between a world-class and mediocre firm.

Take Note

It is remarkable how technology has influenced customer service in today’s marketplace and world-class brands like Apple and USAA are at the forefront of this phenomenon. This is certainly not an easy feat these days, but is something that other service brands should take note of and strive for in order to survive the onslaught of Consumer 2.0.

Full Disclosure: I am an employee of Apple. I am not commenting on the company other than to report a positive Business week article. Any opinion above is my own, and that not of my employer.


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When Customer Relationships Matter

March 4, 2010

This week, I was fortunate (and unfortunate) enough to have been by my 88 year old grandfather’s side as he passed away from what Hospice called “adult failure to thrive.” In essence, he was ready to let go, and did so peacefully and at home with his remaining two children, and two of his grandchildren. [...]

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On methodologies and structured problem solving.

February 1, 2010

When I speak with my colleagues about problem solving and structured thinking, I find that a common theme has been the “systems development life cycle,” as it has been incredibly useful tool for me in these very situations. As I have these conversations, it’s become clear that I truly am an incredibly process oriented individual [...]

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What is your passion?

January 17, 2010

Lately, I’ve been thinking about “passion,” what drives people and what leads them to be successful. Everyone says that you must do something that you care deeply about, otherwise there’s no chance in being happy. Does that translate to success? I think there’s more to that equation, and it typically involves hard work, perseverance, and [...]

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IT to go "strategic" in 2010

December 14, 2009

I’m a bit surprised that this is just beginning to be a trend… but nevertheless… A recent survey of business leaders, conducted by the Economist Intelligence Unit and commissioned by Accenture, revealed what those IT and business leaders are discussing in their closed-door budget meetings. The results hint at one thing when it comes to [...]

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IT to go “strategic” in 2010

December 14, 2009

I’m a bit surprised that this is just beginning to be a trend… but nevertheless… A recent survey of business leaders, conducted by the Economist Intelligence Unit and commissioned by Accenture, revealed what those IT and business leaders are discussing in their closed-door budget meetings. The results hint at one thing when it comes to [...]

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Summers Predicts Job Growth by Spring

December 13, 2009

It should be noted that unemployment “stabilized” in November and if the trend continues, we should see the rebound starting to take place. Lawrence H. Summers, President Obama’s top economic advisor, predicted on Sunday that by the spring the ranks of working Americans will start to grow once again. via Summers Predicts Job Growth by [...]

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Calculating Consumer Happiness at Any Price

December 13, 2009

If technology and systems didn’t come so naturally, I really believe that I would have become an economist. I just find it fascinating. The “business information systems” major was such a perfect fit for my abilities, that I didn’t really think twice about selecting it when I was choosing my major at Lehigh. But, as I [...]

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