Servant Leadership - A Better Org Chart

Servant Leadership: Breakthrough Ideas on Customer Service

The traditional org chart is all wrong. It puts the people that work directly with your customer at the lowest position on the pyramid. This makes the customer the least important person in the picture. Servant Leadership will flip that pyramid. What if your leaders saw their primary mission as support for those closest to the customer? What kind of difference would that have on customer loyalty and satisfaction?
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‘Three Types’ Revisited – Shades of Grey that Matter

There is a flaw in my simplistic story of the Three IT Archetypes - if/when someone points it out, I will openly admit it, but would also insist on a follow-up conversation. Strictly peer-to-peer [regardless of title], one part technique and one part philosophy - and preferably over a suitable beverage. The problem is the oversimplification - although the diagram hints at it, you typically need to point out that there will always be some overlap. eCommerce is a classic…

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Post-Acquisition Strategies in Tech Companies

Just a brief note on an interesting trend I am seeing with some of my technology partners ... Virtela, an international telecom / data services provider out of Denver, CO was recently acquired by NTT, a massive ($130B) international presence. At our business review meeting last week, we were assured that NTT intends to leave Virtela alone, to operate very much as they have in the past. "NTT bought our people, processes, and services as much as a customer base".…

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Innovating with Ideas – Real World Remixing

Three good stories from the past week - great for me, since I am hearing feedback and "remixing" for things published here on this blog. But good, because they are nice examples of people taking ideas and tweaking them to fit their particular situation: Phil saw my presentation earlier this year on IT Strategy, and latched on to the bridge between the tactical "run the business" (RTB) work (for IT, operational support tasks), and the strategic "enhance the business" projects…

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