15IT: The New Mission for the CIO
The main thing that I always tell people is—early and often.
That's Karl Mosgofian, our own CIO at Gainsight, responding to the question of how Customer Success teams should engage with IT teams. Given that he has been a CIO across several large and small companies, Mosgofian has seen CS-IT collaboration succeed and also fail. “I think one of the mistakes that a lot of business leaders make is, they want to move quickly, but sometimes they don't bring in IT early enough. At some point, IT gets involved and says, well gee, why did you choose this product? Now you've got to go backwards and defend yourself.”
But Karl also sees positive value from engaging with IT.
In this chapter, we'll discuss how we arrived at the point where the most successful companies aren't even questioning the value of CS-IT collaboration—especially when it comes to rolling out an insightful 360-degree view of your customers.
IT: An Essential Partner to Customer Success
Business, as with much of life, moves like a pendulum from one extreme to the other.
In the 1990s and 2000s, large corporate IT organizations emerged. Nothing got done without IT being involved. CIOs ...
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