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The Art of IT Management - Practical tools, techniques and people skills by Robina Chatham

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11 UNDERSTANDING YOUR CUSTOMERS

WHY IS THIS IMPORTANT?

Now you are a manager your focus will become more externally directed and your interactions with other business functions will increase. These business functions are your ‘customers’, albeit internal ones. As an IT function your prime reason for being is as a service provider to these customers. Customers are your reason for being; without them you would not exist. Your aim, therefore, should be to delight your customers and to become their supplier of choice (even if they do not have a choice).

In order to become the supplier of choice you will need to:

  1. exceed expectations;
  2. be easy to deal with, i.e. to do business with.

DELVING A LITTLE DEEPER INTO THE SUBJECT

It is far more difficult ...

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