At first, it was just a whisper. Someone from Marketing was complaining to a colleague from Sales about the new home-grown sales and marketing automation system that IT installed last year. The system wasn’t working right, it was too hard to use, and the features weren’t exactly what Marketing needed. The marketer’s point: IT was to blame.
Eventually, that whisper became a roar. Now, the entire Marketing department was up in arms, and the Sales organization had joined in: “Why is this new system so hard to learn?”, everyone wanted to know. And once again, IT was the target of their acrimony.
Smash cut to the office cafeteria. Two IT people are talking about the “fantastic” sales and marketing automation system they developed and deployed last year. Between slugs of Red Bull, the IT folks exchanged verbal pats-on-the-back for a job well done. Clearly, they weren’t aware – yet – of the backlash from Sales and Marketing.
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Source: IT Strategy