Chapter 4 Move to the Leanest Possible Technology Stack Uniting disparate departments is an important part of For most businesses, this flip starts with An API strategy that enables an application network customer centricity. But it’s only part of it. replatforming in the cloud, typically with global, with massive reuse becomes a powerful part of this hyperscale providers. future-fit, lean tech stack. Technology generates the reach and scale you need to make customer centricity an act of business. In Here, leaders develop modular architectures with This is where Salesforce focuses with a complete fact, all businesses are becoming technology reusable, modular data sets and processes. The next strategy around customer relationship management companies, using digital platforms to enable more layer of digitization is around business processes. (CRM), integration, and data. personalized customer experiences at scale. Moving away from legacy technology debt has never been more important. The role of IT is quickly Let’s be honest though. How much of your current IT as business partner evolving from managing backlogs and dealing with IT spend is focused on keeping the lights on, frustrated business partners to enabling business compared to investing in and delivering this teams to compose low- and no-code apps in service vision? Is it 50%, 60%, or even 70%? of customer outcomes. IT leverages this leaner Innovation technology stack to experiment faster and deliver You’re not alone. Most IT organizations more effectively on the ever-changing needs of are on a journey to flip the cost the business. pyramid from keeping the lights on Governance to investing in bigger-picture innovation. Keeping the lights on Technical debt The Customer 360 Playbook 14