When a representative of the business you serve comes to you as IT manager and says "we want you to install Siebel", it's a sign that all is not well with the vital task of aligning IT with the business, says Kevin McIsaac of industry analyst Meta Group. "It means Siebel's salespeople are better than yours."
Make no mistake, he says, the business relationship managers in an IT department are salespeople, promoting the internal IT team as the source of ideas and expertise on improving the efficiency of the business.
Ideally, the relationship should never have deteriorated to that point, but if it does, it's a measure of your staff's skill how they succeed in keeping the discussion to "so you want to look at how IT can help you with customer relationship management," McIsaac says.
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