Enterprise Systems
Submitted by: Submitted by chongchian
Views: 362
Words: 1823
Pages: 8
Category: Science and Technology
Date Submitted: 09/03/2012 06:28 AM
Leading the next Revolution
Business
leaders
today
recognize
that
customer
experience
is
critical
to
business
growth;
since
companies
need
accurate
customer
insights
to
provide
effective
customer
experiences,
it
is
no
surprise
that
CRM
programs
have
been
flourishing
in
the
past
two
years.
However,
improving
customer
satisfaction
is
much
more
than
simply
implementing
a
CRM
application,
but
requires
a
fundamental
change
in
how
the
organization
engages
its
customers
and
the
internal
processes
in
place
to
support
it;
the
Ritz-‐Carlton
experience
is
a
paragon
of
excellent
in
customer
service.
With
more
than
80%
of
online
adults
now
participating
socially
(Forrester
2011),
companies
are
now
faced
with
consumers
who
participate
actively
about
their
brands
online,
and
companies
can
no
longer
be
in
the
dark,
and
have
to
be
part
of
the
conversation,
else
face
the
danger
of
being
left
out
of
the
conversation
all
together;
if
you’re
not
on
the
table,
you’re
on
the
menu.
Apart
from
being
a
great
space
to
connect
with
its
customers
to
gather
sentiments
&
feedback,
intelligent
organizations
will
also
take
advantage
of
this
space
to
mine
sentiments
on
its
competitors.
In
order
for
organizations
to
be...
