In the Customer Value Club on October 1st, 2021, the star guest was Minna Ruusuvuori, Chief Sales and Marketing Officer (CSMO) at Houston Inc., discussing the topic: Did IT lose its customers’ true value?
Minna Ruusuvuori has over 20 years of experience in the IT industry, working in various companies within sales and marketing. She has also co-authored a book with her colleagues titled ‘Menestys syntyy asiakaskokemuksesta – B2B-johtajan opas’ (Success is Born from Customer Experience – A B2B Leader’s Guide.)
Minna understands the challenges of the IT industry, such as project complexity and the requirements of multi-vendor environments, but also the opportunities for IT companies to create customer value. At its best, a good, open team is formed where there is no distinction between who is a customer and who is a supplier; instead, the best possible solution is created together.
Creating Genuine Customer Value, Not Just Digitizing
Below, you’ll find a recording of the club morning session where Minna Ruusuvuori reflects on the often-encountered lack of communication in IT projects, and even a divide between IT and business. IT companies should learn to deeply understand their customers’ business. On the other hand, customers should deeply consider the new business opportunities that technology offers, not just the cost of solutions. Overall, a lot of trust is needed between the parties.
In the recording, Minna also discusses topics such as:
How is the best possible customer value created in the IT world?
Why is it not advisable to ‘just digitize’?
Would the IT industry dare – and is it worthwhile – to shift towards value-based pricing?
The recording is in Finnish.
