IT Strategy Customers vs. Company Perspectives





IT Strategy Customers vs. Company Perspectives

In overview, it is evident that clientele service is imperative to all types of businesses regardless of the size. Accordingly, the quality of this respective service will augment or debase customer loyalty to the organization’s business and brand. Clients have more choices than ever especially in relation to a globally recessing economy. The organizations that prove actually to be receptive to clientele queries, complaints or other demands can attain a lucid competitive advantage. As a customer, I have experienced the different types of technologies that companies utilize in order to offer good customer service. In addition to this, these technologies have assisted me in anticipating my needs as a client. This allows the business to better serve clients and ultimately deliver quality to customers in a cost-effective and appealing way. One of the main technologies that the company utilized comprises the Customer Relationship Management software (CRM). The CRM was considerably important especially in the collection of data regarding the business’ clients. Interestingly, this particular software assisted the company in managing customer interaction, especially in instances where I called in to enquire about the product I purchased from them. In addition to this, the CRM system was capable of identifying me by my name and the product I purchased. As such, I felt as if I possessed a personal interaction with the business. However, from what I learnt about the system, the installation of the CRM software establishes certain prerequisites that a business needs to apply. In this respect, it is important to ensure that there is internet and effective integration with social networking applications such as e-mail services and social media websites. Moreover, there should be experienced project managers conversant with the system’s technical aspect. Such prerequisites will ensure that the CRM program is implemented successfully.

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