People often remember a startling or surprising first impression. Riverdance when they first appeared during the voting interval during Eurovision 1994. 19-year old Everton substitute Wayne Rooney being put on the pitch against a season-long unbeaten Arsenal side, and scoring. A young David Beckham doing likewise against Wimbledon from the half way line. Or Doug Flutie, Quarterback for Boston College, throwing the winning touchdown in a Rose Bowl final from an incredible distance with no time left on the clock. There is even a road in Boston called “Flutie Pass” named in memory of that sensational hail mary throw.
There are always lots of pressures on IT Managers and their staff, with tightening budgets, constrained resources and a precious shortage of time. We used to have a task to try and minimise the friction these folks had in buying Enterprise IT products and services from us or our reseller channels. A salesperson or vendor was normally the last person they wanted to have a dependency on for basic, routine “stuff”, especially for items they should be able to work out for themselves. At least if given the right information in lucid form, concise and free of surprises – immediately available at their fingertips.
The picture was one of the ones we put in the DECdirect Software Catalogue. It shows an IBM 3278 terminal, hooked up to an IBM Mainframe, with Digital’s VAX based ALL-IN-1 Office Automation Suite running on it. At the time, this was a startling revelation; the usual method for joining an IBM system to a DEC one at the time was to make the DEC machine look like a remotely connected IBM 2780 card reader. The two double page spreads following that picture showed how to piece this, and other forms of connections to IBM mainframes, together.
The DECdirect Software catalogue had an aim of being able to spit out all the configuration rules, needed part numbers and matching purchase prices with a minimal, simple and concise read. Our target for our channel salesforce(s) was to enable them to extract a correct part number and price for any of our 550 products – across between 20-48 different pricing tiers each – within their normal attention span. Which we assumed was 30 seconds. Given appropriate focus, Predictability, Consistency and the removal of potential surprises can be designed in.
In the event, that business (for which I was the first employee in, working alongside 8 shared telesellers and 2 tech support staff) went 0-$100m in 18 months, with over 90% of the order volume coming in directly from customers, correctly priced at source. That got me a 2-level promotion and running the UK Software Products Business, 16 staff and the country software P&L as a result.
One of my colleagues in DEC Finland did a similar document for hardware options, entitled “Golden Eggs“. Everything in one place, with all the connections on the back of each system nicely documented, and any constraints right in front of you. A work of great beauty, and still maintained to this day for a wide range of other systems and options. The nearest i’ve seen more recently are sample architecture diagrams published by Amazon Web Services – though the basics for IT Managers seeing AWS (or other public cloud vendors offerings) for the first time are not yet apparent to me.
Things in the Enterprise IT world are still unnecessarily complicated, and the ability to stand in the end users shoes for a limited time bears real fruits. I’ve repeated that in several places before and since then with pretty spectacular results; it’s typically only a handful of things to do well in order to liberate end users, and to make resellers and other supply channels insanely productive. All focus then directed on keeping customers happy and their objectives delivered on time, and more often that not, under budget.
One of my friends (who works at senior level in Central Government) lamented to me today that “The (traditional vendor) big players are all trying to convince the world of their cloudy goodness, unfortunately using their existing big contract corporate teams who could not sell life to a dying man”.
I’m sure some of the Public Cloud vendors would be more than capable to arm people like him appropriately. I’d love to help a market leading one do it.
Footnote: I did a previous post on what Vendors, Distributors and Resellers want here.