Gartner Research

Five Front-Office Rules to Live By

Published: 19 November 2013

ID: G00255703

Analyst(s): Patrick Meehan, Jeffrey Cole, Leigh McMullen


Operating in the front office presents CIOs and IT leaders opportunities to make vital, high-profile impacts on their enterprise. CIOs who focus on the front office can reap rich rewards, but they will have to play by rules that are different from those that historically have resulted in success.

Table Of Contents
  • Rule 1: Driving Differentiation Is Your Primary Mission
    • Case Study: Campus Crusade for Christ International Differentiates Its Ministries With Social Networking
  • Rule 2: Fast Followers Fall Behind
    • Case Study: RHB Banking Group's Distinctive Management and Leadership Pay Off
  • Rule 3: "Intrapreneurship" Is the Goal
    • Case Study: L'OrĂ©al Japan Generates Ideas for a Front-Office Innovation Pipeline
  • Rule 4: Co-opt, Rather Than Compete With, Shadow IT
    • Case Study: Brown-Forman Uses Rogue IT Shops to Develop Concierge-Level Relationship Managers
  • Rule 5: It Is OK to Be IT, Just Not the Same Old IT
    • Case Study: Brown-Forman Simplifies Products and Services

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