Summary of Key Points
In the era of AI, many IT teams from client-side organizations (the "甲方" in Chinese terminology) are facing the dilemma of being marginalized by their own business units: they have low visibility and limited influence. The systems they develop, such as AI CRM solutions, are often abandoned due to a lack of essential business expertise. In fact, these external teams may even be more effective in driving progress. The root of the problem lies in the fact that AI software is designed to directly address business outcomes, yet IT departments from client-side organizations frequently lack business insight, senior management support, and the necessary mechanisms to drive change.
The Current Situation of Client-Side IT Teams
Many people assume that IT teams at the client side have significant authority over their business counterparts. However, the reality is quite the opposite: IT teams are forced to adapt to constantly changing requirements, handle tedious tasks, and bear the blame for system failures or unsatisfactory business outcomes. Essentially, they have become internal "outsourcing teams" that merely receive project requests and create prototypes without any real decision-making power.
Why Is It More Difficult in the AI Era?
The difference between traditional software (e.g., attendance and expense management systems) and AI software (e.g., AI CRM solutions) is crucial. Traditional software focuses on process management, while AI software aims to directly improve business outcomes. This means that IT teams must understand the core aspects of the business, such as how to evaluate customer value or generate sales opportunities. If IT teams only ask about specific functional requirements without considering the broader context, the resulting systems will be ineffective and ultimately discarded.
The Advantage of External Teams
External teams have a clear advantage in gaining cooperation from business units:
1. Expertise in Business Operations: They have professionals who understand the business language and can transform vague business ideas into actionable processes.
2. Strong Cooperation Mechanisms: Projects are initiated by the business units, and contracts create mutual obligations, which gives more weight to their efforts. For example, external teams may involve sales managers as key stakeholders and report regularly to senior management.
Three Strategies for Client-Side IT Teams to Break This Cycle
To change this situation, IT teams need to take three steps:
1. Get Closer to the Business: Engage directly with frontline staff and understand their needs. For instance, by visiting stores or attending sales meetings, IT can identify potential opportunities. The author mentioned that when serving as a CIO, he improved company performance by 30% by implementing an online marketing system.
2. Align with Senior Management: Understand the priorities of senior management (e.g., growth and cost reduction). If IT projects are not seen as important, business units will prioritize their own goals.
3. Collaborate with External Teams: Proactively seek out external expertise to complement internal capabilities while maintaining control over technical infrastructure and data assets.
The New Role of Client-Side IT in the AI Era
In the AI era, the value of IT teams lies in their ability to understand business needs, connect with external resources, and manage risks. Their role should shift from mere system implementers to business partners who help create value and build lasting solutions.
If client-side IT teams remain stuck in their traditional roles of responding to requests and taking blame for failures, they will become increasingly marginalized. By embracing these new approaches, they can prove their value and gain a more significant role within the organization.
This article highlights the challenges faced by IT teams but also provides a clear path forward: shifting from technical execution to business value creation. This message is relevant for everyone, as solving core business problems is key to gaining influence regardless of one's position.