Monday, December 17, 2012

The long and short of IT

People with goals succeed because they know where they are going. This has never been so true in the current economic uncertainty; companies struggling for growth put their employees in peculiar situations. They are expected to deliver monthly and quarterly targets whereas the discussions are expected to be strategic and long term. This is challenging for the CIO and the IT team where typically projects do last beyond a quarter (with agile exceptions) and investments require a 3-5 year horizon.

When I met with the management team of a large enterprise vendor selling applications and technology solutions, there was a paradoxical discussion on my long-term needs and their short-term requirements. They wanted me to present the Business and IT roadmap for the next 3 years and initiatives where technology was a critical component, which I did leading to discussions on technologies and partner solutions that would become projects in the future. They had their team and many partners listen in.

The sales team and some of the leaders from partner companies wanted to know who they should connect with in my team and when they can come over for a detailed discussion. They came in different avatars, confident, cocky, arrogant, tentative, all types made up the discussions on the possibilities. I intuitively liked some, was intrigued by a few and did not see value in the rest keeping in mind my priorities.  Their interest was to strike at the opportunity and if they can meet their monthly or quarterly targets.

I don’t mind helping when I can, however the gap between the talk and the walk was evident. How can a discussion at two different planes be aligned and create value ? My timeline was not aligned to their urgency to sell. So I advised them which some took in the right spirit while a few found it difficult to accept that I did not want their solution/technology. They espoused the efficiency, potential saving, the best in class nature of their wares showing incredulous surprise that I was rejecting their pitch.

How do we align expectations that all stakeholders have the same shared vision of the future and the direction being taken ? What should CIOs do to set the groundwork ? It is a difficult discussion in many cases with hierarchical selling that puts pressure on the CIO while s/he has to balance the set of internal priorities and needs. Balancing tactical with the strategic is a fine skill that very few are adept at. To have a bird’s eye view with ability to pick the target like an eagle separates the good from the best.

I have found that in most cases plain speak is the best option; be upfront with what are your priorities, what you need, how you will evaluate the options across different vendors; essentially what is the decision making criteria and the timeline, who will be involved etc. you get the point. Most vendors find this transparency a great starting point and they are willing to work with you. There will be exceptions when they try despite the open communication; they need to be managed with a firm hand.

So coming back to the discussion that transpired; it took some effort to not get upset with the blatant disregard for the stated intent and objectives. I could finally prevail upon the recalcitrant vendors to align to my priorities and reality. Over a drink later in the evening there was camaraderie between us and everyone acknowledged the candidness though they had found it difficult. Does it mean that CIOs do not always do this or vendors need to learn how to listen better ?


  1. Nice one...

    Btw, looks like you are going to finish this year with another 52 blogs.... 3 years in a row!! Just one more to go.

    1. Yes Vinod, this has now become a weekly habit

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  3. I feel little sad reading that :( , Vendors tried to put thier sales numbers in immediate priority but I guess this is a possibility only on proactive sales pitch made by vendors , if thier is a demand management (of projects) process is in place and project pipeline is streamlined by organisations , it will be CIO driven discussion and vendors will have to listen and respond with appropriate solution :)

    1. The need of the seller has to be in sync with the need of the buyer. There are always exceptions to this which we all experience with retail pitches to consumers. CIOs need to be wary of such sales pitches and vendors too need to give adequate room for discussion and decision making.

      My life was continuing before you came with your wonderful solution; it will go on even if I do not take your solution. If priorities are not aligned, the result is the gap between the buyer and seller.

  4. Anonymous10:29 PM

    When you are taught to sell a refrigerator to an eskimo - can you expect something different :)

  5. Anonymous9:35 AM

    Vendors are not thinking customer backward, but are forced to think about their quarterly targets!! An insightful read