{"id":214,"date":"2007-02-16T16:24:53","date_gmt":"2007-02-17T00:24:53","guid":{"rendered":"http:\/\/www.formtek.com\/blog\/?p=214"},"modified":"2007-02-16T16:24:53","modified_gmt":"2007-02-17T00:24:53","slug":"ecm-success-knowing-your-customer-in-a-flat-world","status":"publish","type":"post","link":"https:\/\/formtek.com\/blog\/ecm-success-knowing-your-customer-in-a-flat-world\/","title":{"rendered":"ECM:  Success == Knowing your Customer in a Flat World"},"content":{"rendered":"<p>The world has gone <a title=\"The world is flat\" href=\"http:\/\/en.wikipedia.org\/wiki\/World_is_Flat\" target=\"_blank\">flat<\/a>, and enterprises are no exception to the <a title=\"Decisions in a Flat world\" href=\"http:\/\/www.kmworld.com\/Articles\/ReadArticle.aspx?ArticleID=19137\" target=\"_blank\">changes<\/a>.\u00a0 Strategic decisions in the <em>new enterprise<\/em> are blurred more than ever by multiple stakeholders, competing objectives, and the speed and complexity of change.<\/p>\n<p>But some things haven&#8217;t changed.\u00a0 Business Success in the new enterprise still involves three <a title=\"Knowledge-based decision making\" href=\"http:\/\/www.kmworld.com\/Articles\/ReadArticle.aspx?ArticleID=19137\" target=\"_blank\">components<\/a>:<\/p>\n<ul>\n<li>knowing your customer<\/li>\n<li>knowing your business<\/li>\n<li>aligning resources with strategy<\/li>\n<\/ul>\n<p>These same rules are equally relevant to vendors selling into enterprises.\u00a0\u00a0And in the case of vendors, knowing your customer is essential.\u00a0 Especially for vendors involved in large-scale enterprise-level projects.\u00a0 Not fully knowing your customers, their requirements, their environment, and their culture can lead to major problems.\u00a0 Truly, the &#8220;customer is king&#8221;.<\/p>\n<p>An example of what could go wrong is being <a title=\"Open Text\" href=\"http:\/\/www.iwr.co.uk\/information-world-review\/news\/2183511\/police-drop-ecm-foi-beat\" target=\"_blank\">reported<\/a> in the news today in the UK county of <a title=\"UK Hampshire County\" href=\"http:\/\/en.wikipedia.org\/wiki\/Hampshire\" target=\"_blank\">Hampshire<\/a>.\u00a0 In that case, an Open Text LiveLink ECM installation\u00a0for managing documents related to data protection and the UK Freedom of Information\u00a0 Act (FoI) &#8216;failed to work&#8217;.\u00a0 The implementation was done for the Hampshire Police and they\u00a0were dissatisfied and tried\u00a0to return the product.\u00a0 LiveLink is a\u00a0<a title=\"Live Link features\" href=\"http:\/\/www.cnw.ca\/fr\/releases\/archive\/February2007\/12\/c7181.html\">feature-rich<\/a> product, so without knowing more details it&#8217;s hard to know what went wrong, but typically enterprise\u00a0implementations fail when the vendor gets out of sync with the customer&#8217;s needs.<\/p>\n<p>No matter how many dimensions of the world your customer is living in, quality products and services can only be delivered 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But some things haven&#8217;t<span class=\"ellipsis\">&hellip;<\/span><\/p>\n<div class=\"read-more\"><a href=\"https:\/\/formtek.com\/blog\/ecm-success-knowing-your-customer-in-a-flat-world\/\">Read more &#8250;<\/a><\/div>\n<p><!-- end of .read-more --><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10,13],"tags":[],"class_list":["post-214","post","type-post","status-publish","format-standard","hentry","category-content-management","category-enterprise-content-management"],"_links":{"self":[{"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/posts\/214","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/comments?post=214"}],"version-history":[{"count":0,"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/posts\/214\/revisions"}],"wp:attachment":[{"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/media?parent=214"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/categories?post=214"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/formtek.com\/blog\/wp-json\/wp\/v2\/tags?post=214"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}