Market-led systems development: when customers become users

Purpose – There has been a great deal of interest in ensuring that organisational strategy is successfully implemented in order to meet business objectives. More recently, reports of the failure of information systems and technology (IS&T) projects have become more regular and the reported failures more spectacular. This has added to a growing perception that IS&T implementation approaches currently utilised are struggling to add value to customers and users, leading to calls for a re‐think of how IS&T is introduced into organisations. This paper seeks to develop a customer experience strategy which will give a key group of stakeholders, customers, a major input in the IS&T development process.Design/methodology/approach – The approach taken to examine IS&T implementation at this stage of the development of this theme is empirical. The failed introduction of a new IS&T system in a major service organisation in the UK is used as a case study. Data were gathered from 22 face‐to‐face interviews with key stak...

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