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Customer engagement the top driver of competitive advantage

Arlene Wherrett | June 23, 2015
The primary mission of the CIO is no longer to drive competitive advantage by balancing a cadence of enterprise-wide deployments with the ongoing maintenance of legacy infrastructure.

Traditional governance focuses on provisioning and security under strict control while cloud governance focuses on a framework for decision making and high quality, fast execution. It encourages IT to partner with business leaders to innovate at the pace of today's business and technology environment.

Traditional governance

Cloud governance

Driven by IT

Driven by business


Process can alienate business

Process driven collaboration and adoption


Control orientation

Decision making & execution orientation


Focus on larger releases

Focus on delivering continuous innovation


Reinforces organisational silos

Drives organisational collaboration & transparency


Reinforces organisational silos

Drives organisational collaboration & transparency


Little end-user involvement

End-user engagement is centre of decision making


Ignoring cloud governance is risky

With the cloud's flexibility comes the need for real-time evaluation of the infinite changes possible in terms of business value. Without the ability to measure the business value of change in an organisation and possess an established method to execute and communicate change in a planned manner, the system will become stagnant.

Systems that remain the same in fact steadily fall out of sync with business. Nothing is static. Even if a company tried to remain the same its clients, employees, partners, and competitors would change. Not innovating, or even just adapting, will result in a negative impact on the business.

Technology alone is never the answer. Only when it's aligned with clear business goals, processes, and a customer-obsessed culture, can the right tools transform the business.

High performance organisations have a focused and strategic approach to innovation that lets them pro-actively deliver new benefits and value to business users over time. Such a successful cloud governance strategy addresses four fundamental areas: people, process, technology, and data.

Embracing PaaS and implementing cloud governance are two foundation strategies. The most successful CIOs will partner with other c-level executives to drive business results by innovating how their companies engage employees and customers.

There are two key takeaways for CIOs here:

Embrace an end-to-end PaaS solution. Optimise the capabilities of your platform and applications, while limiting integration headaches.

Implement cloud governance. A new take on governance, cloud governance provides a framework for prioritisation and encourages IT to partner with business leaders for rapid innovation.


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