The Art of Consultative Selling in IT

iii

Contents

Foreword—Kaeso de Jager .............................................................. vii

Foreword—Ashok Soota ................................................................... ix

Acknowledgments ............................................................................ xi

Introduction ................................................................................... xiii

SECTION I— THE BASICS OF INFORMATION SYSTEMS

CONSULTATIVE SELLING

1 The Art of Consultative Selling ...................................................3

Key Points .................................................................................................16

2 Linking the Art of IT Consultative Selling to Blue Ocean

Strategy ......................................................................................19

Key Points .................................................................................................25

SECTION II—THE CONSULTATIVE SELLING FRAMEWORK

3 Consultative Selling Framework (CSF) Building Blocks............29

Inside-Out Theme ..................................................................................... 31

Outside-In Theme .....................................................................................32

Ideas Are Generated from a Combination of the Inside-Out Theme

and the Outside-In Theme .......................................................................33

The Innovation Factory .............................................................................33

Key Points .................................................................................................34

4 Getting into the Details ofthe Inside-Out Theme .....................37

Governance of the Inside-Out Theme .....................................................39

Tangible Decisions from the Inside-Out Theme ...................................... 41

Scaling Up the Inside-Out Theme ............................................................42

Key Points .................................................................................................42

iv ◾ Contents

5 Getting into the Details ofthe Outside-In Theme .....................43

Governance of the Outside-In Theme .....................................................44

Tangible Decisions from the Outside-In Theme ...................................... 47

The Final Step ...........................................................................................48

The Empirical Process Model for the Outside-In Theme ........................49

Key Points .................................................................................................49

6 The Innovation Factory ..............................................................51

Innovation Validation ................................................................................ 53

Innovation Selection .................................................................................53

Innovation Implementation Phase ............................................................ 54

Key Points .................................................................................................55

7 Bringing All the Pieces Together—Uniting CSF ........................57

What Comes First—The Inside-Out Theme or Outside-In Theme? ........58

Engaging Your Customer in Outside-In and Inside-Out Themes ...........60

Talent Group Lead Being the SME during Project Implementation ........ 61

Measuring Success of CSF ........................................................................62

Theme Density ..................................................................................62

Innovation Density ............................................................................63

Benet Realization .............................................................................65

Customer Satisfaction ........................................................................66

Key Points .................................................................................................67

SECTION III— ENHANCING CSF FOR GREATER RESULTS

(THEE-CSFMETHODOLOGY)

8 Getting into the Details—E-CSF ................................................71

The Enterprise CSF Methodology .............................................................77

Key Points .................................................................................................78

9 The E-CSF Implementation—Getting to the Roots ....................81

The Localized Phase .................................................................................82

The Sub-Globalized Phase........................................................................83

The Globalized Phase ...............................................................................85

Identifying Domains for Localized Phase, Sub-Globalized Phase,

and Globalized Phase ...............................................................................87

Business Done by Your Organization vs. Your Competitors ...........88

Customer Trust and Intimacy in Each Domain ................................ 89

Customer Satisfaction in Delivery in Each Domain .........................89

Your Organization’s Knowledge in a Domain .................................90

Contents ◾ v

Bringing the Parameters Together for Analysis ................................90

Key Points .................................................................................................95

SECTION IV— SOME EXAMPLES OF MOTIVATION TO MAKE CSF

REALITY

10 Agile Methodology .....................................................................99

Denition of Collocated Agile ................................................................ 101

Denition of Distributed Agile ...............................................................102

Applying Agile in CSF ...........................................................................102

Applying Collocated Agile in CSF ..........................................................103

Applying Distributed Agile in CSF .........................................................104

Conclusion ............................................................................................... 104

Key Points ...............................................................................................105

11 The Art of Six Sigma ...............................................................107

Applying Six Sigma in CSF ..................................................................... 110

Key Points ............................................................................................... 111

12 Master Data Management ........................................................113

Applying MDM Concept in CSF ............................................................. 116

The Link between MDM and Big Data—A Short Summary ................. 117

Key Points ............................................................................................... 118

13 Application Portfolio Rationalization ...................................... 119

Applying Application Portfolio Rationalization via CSF ........................121

Key Points ...............................................................................................122

14 Cloud Computing .....................................................................125

Cloud Delivery Models ...........................................................................126

Infrastructure as a Service (IaaS) .................................................... 127

Platform as a Service (PaaS) ............................................................127

Software as a Service (SaaS) ...........................................................127

Cloud Deployment Models .....................................................................128

Private Cloud ...................................................................................128

Public Cloud ....................................................................................128

Community Cloud ...........................................................................129

Hybrid Cloud ...................................................................................129

Applying Cloud Concept in CSF ............................................................. 129

Key Points ...............................................................................................130

vi ◾ Contents

15 Business Process Management ................................................133

Applying BPM in CSF..............................................................................135

Key Points ...............................................................................................136

References ......................................................................................137

Resources .......................................................................................139

About the Author ............................................................................ 151