When IT's customers are external

The McKinsey Quarterly -- Purchasing, 1/19/2006

* The consequences of a failed customer-facing IT project can be serious and long lasting.
* To minimize the risks, IT organizations should adopt the market-oriented approach of software product companies, which must excel at bringing products to market at a competitive price.
* A market-oriented approach focuses on the customer and involves market research, customer support, and controlled customization.
* For this approach to work, IT must reengineer the software-development process and collaborate with marketing and sales.

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