Investing in an enterprise architecture solution is a smart business decision that will increase transparency and open opportunities for improved efficiencies and business growth. Consider linking applications to processes to understand how well your IT systems support business activities. Or maybe you’d like to get a higher visibility into your systems, so you can perform impact analysis and make quicker decisions when planning changes. An EA solution will help you to execute on initiatives like these.
Whether you’re looking to implement a tool that will solve one specific challenge or roll-out an enterprise-wide solution, there are important questions to answer and many issues to consider before selecting the best tool for your company. What kind of tool should you be evaluating? How important is your relationship with the solution vendor? How smooth and easy will the transition be for your staff? These are examples of basic questions to consider when selecting an EA tool before you commit to one and begin down the implementation path to your pot of gold.
To get you started on your path to success, here are 3 steps to help you select the right EA tool for your organization.
1. Identify your short and long-term goals.
What challenge is your organization experiencing and what are the benefits you believe your new EA tool will deliver to help overcome this challenge? Identify measurable goals you’d like to see achieved over the first 6-months to a year. These goals don’t need to be massive, all-encompassing changes, but each one should move you closer to delivering value back to the business. For each goal you set, consider asking yourself how is this specifically helping the business?
2. Seek out EA solution vendors that are flexible and will work with you, not against you.
Ideally, you should love your EA tool vendor and think of that company as your partner and trusted consultant. A vender with knowledgeable professionals that make time for you and truly have your company’s best interest in mind will be one of your best assets and provide you with invaluable guidance as you embark on this journey to improve your operations. They’ve done this before – successfully – and can help you do it as well.
3. Ensure the solution is capable of growing along with your business.
A solution that is flexible, scalable, and can be integrated into the day-to-day operations of your business is going to deliver more long-term ROI than a point solution. You don’t want to be shopping for new EA solutions every couple of years. So, while it’s important to put out urgent, burning fires today, you’ll also want to leverage features and visibility that meet the needs of your expanding operations tomorrow. To extract the most return on investment from your EA solution, consider what your needs will be both now and later when evaluating vendors.
May the luck of the Irish (and some sound selection strategies) be with you!
May there always be work for your hands to do
May your purse always hold a coin or two;
May the sun always shine on your windowpane;
May a rainbow be certain to follow each rain;
May the hand of a friend always be near you;
May your EA tool fill your heart with gladness to cheer you.
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Customer-centric marketing and business strategies have been on the rise for years, but one of the biggest business transformations to come this year will be the role enterprise architecture plays in customer experience. Savvy business leaders looking for ways to accelerate their companies’ growth and win customer loyalty will turn to enterprise architecture for help designing customer-centric business models and strategies.
Serving your customers’ needs and not just meeting, but exceeding their expectations, is now what’s required to acquire new customers and keep your current ones happy. It’s crucial to design digital business models that have a focus on customer journey mapping enabling your organization to improve customer experience. Gartner believes that this year, 40% of enterprise architects will focus on design-driven architecture that puts the customer at the center.
To be a 2018 technology innovation leader, customer experience should be a top priority for your organization’s future digital business plan. Leading digital business evolution and transformation isn’t done overnight but is a must-do as consumers’ choices grow and the competition to win their business is stiffer than ever.
If you haven’t implemented a plan yet, a great place to start is customer journey mapping which helps companies see their business from the customer’s perspective, including the pain points that can derail buyers from making or completing a purchase. It is the starting point to redesign company processes that make the customer journey easier and more rewarding for buyers.
So many companies, including your competitors, are focusing on improving the customer experience and need software solutions that can unite information about customer-facing processes across the enterprise. The increased transparency these software solutions are providing is equivalent to having a crystal ball that shows you why customers aren’t buying, where they’re dropping off in the sales cycle, how to influence their purchase decision, and how to increase current customers’ satisfaction with your products and services. Isn’t that a crystal ball you’d like to own?
If customer journey mapping and customer experience is on your 2018 roadmap, check out our recent blog post 3 Must-Remembers Before You Begin Customer Journey Mapping and you can learn more about MEGA’s customer experience solutions on our website.
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Smart organizations know that their company’s competitive advantage will come by transforming their business, function by function, and process by process. With the business environment changing faster than any previous time, and business complexity being greater than ever before, it’s imperative companies around the world are rethinking and adjusting the role of operational excellence.
All companies need to act now and join the digital revolution – waiting on the sideline is no longer an option. A great place to start for those new to this world, are to follow these four recommended steps:
Capture company strategy
Decide future direction by assessing drivers of change, defining goals, and planning business capabilities.
Plan business transformation
Design new processes by incorporating end-to-end customer experience.
Plan IT transformation
Identify and assess different IT transformation scenarios and select the best one based on business outcomes.
Mitigate transformation risks
Identify, assess, and mitigate transformation risks associated with your company’s digital evolution without jeopardizing the customer experience.
Achieving operational excellence and business innovation through digital transformation requires dedication, support from both the executive leadership team and the entire organization, and being capable of balancing risks with benefits.
Interested in learning more? Join us at Business Transformation & Operational Excellence World Summit (BTOES18) in Orlando, FL from March 12-16. The BTOES event looks at end-to-end business transformation delivered by operational excellence to achieve business excellence throughout the organization. This event will show how progressive leaders are using operational excellence as the backbone, the discipline, the framework of strategy development and execution, innovation execution, CX, and business transformation.
MEGA is a sponsor of this event and will be exhibiting on the show floor in booth 7. We’ll also be participating in the Technology Test Drive, where attendees follow a round-robin visiting 6 vendors in 1 hour to see mini demonstrations. To set up a private meeting with MEGA at this event, please send us an email.
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Here’s a recap of MEGA’s presentation summarizing the key takeaways from our webinar.
Near the end of the Age of Information (late 90s to early 2000s), companies increased their focus on identifying new revenue streams from existing loyal customers. This was a lucrative business strategy, but also contributed to a power increase for the customer paving the way to where we are today – the Age of the Customer. We are in a new era where the customer has endless possibilities to search for the best products and services and compare vendors – all with the simple click of a mouse. This has created unprecedented competitive pressure affecting the pace of innovation in all companies and contributes to the constant need to deliver the best customer experience possible. It’s now imperative to innovate faster and deliver the best customer experience possible – certainly better than the one offered by your competitors!
We all know the highest cost for any organization is acquiring and keeping customers, which is why it’s so important to understand your customers and how they interact with your company. Research shows that 97% of customers are multichannel users when it comes to engaging with a company – and they use an average of 5.6 channels in total*. This means it’s extremely important to understand how each of your company’s interactions with your customers could impact their journey.
Customer journey mapping can help more-tightly control the cross-channel customer experience and empower your company with insights that can help successfully and proactively retain your current client base and win new clients. It’s important to begin any customer journey mapping project with a good understanding of your customers’ current experience and then build, transform, and innovate from there.
Three steps to build innovation around customer journeys
Understand the customer journey
Understand your customers! What makes them happy, and what drives them crazy?
What does your customer go through as they interact with your business? What are they feeling at that moment in time when they are considering purchasing from you or leaving you?
Determine key moments to influence customers
How are they interacting with your business? Is it a good experience or one of frustration? Where can you improve?
Map and rank touchpoints to identify where to optimize and invest first
Link digital moments to business processes
Rank touchpoints from a customer satisfaction perspective
Monitor how internal processes support the customer journey
Remember, you have control over customer experience because you have the ability to control your IT systems that interact with and support customer experience. By connecting customer journey maps to processes, IT systems, business requirements, and business capabilities you can create winning customer journey maps that enrich customer experience.
Mapping the voice of your customers can enable you to identify what your customers want, expect, and need, and help you find solutions to meet those expectations by ensuring that the right processes, people, and technologies are in place. This is a unique opportunity for IT and business leaders to collaborate with other business departments to drive transform and innovate through a lens focused on customer experience.
Interested in learning more about customer journey mapping capabilities and how you can successfully deliver the best experience to your customers? Download our eBook “Plan Business Transformation and Improve Customer Experience.”
*Source: 2016 NICE-BCG CX Survey
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