Value Through Superior Customer Experience
Value Through Superior Customer Experience
Value Through Superior Customer Experience
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ORGANIZATIONAL EXPECTATIONS RELATED<br />
TO BUSINESS VALUE VARY<br />
Organization<br />
expectations of<br />
IT Focus Business value<br />
Leverage<br />
Streamline operations and Increase efficiency and<br />
organizational effectiveness control costs<br />
Expand<br />
Refine business process and Enable better decisionmaking<br />
enhance collaboration<br />
Transform<br />
Pioneer<br />
Change industry value chain<br />
and improve relationships<br />
Radically innovate products,<br />
markets and business models<br />
Simplify business<br />
processes and generate<br />
real-time insights<br />
Enable new products,<br />
new revenue streams to<br />
new markets and<br />
business models<br />
% of<br />
respondents<br />
14%<br />
50%<br />
23%<br />
13%<br />
Source: IBM Institute for Business <strong>Value</strong> – 2011 CIO Survey, 3,300 CIOs globally
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