challenge. The sole
driving force of enterprises to transform digitally is to put the customer at
the heart of every activity in the business.
determine the success and leadership of an enterprise. And customers are now
becoming tech savvy rapidly with the availability of cheaper devices packed
with digital power. What was a distant mirage for the common man has landed in
his hands with little effort from his side. Apps that span from e-commerce to
health monitoring to entertainment apart from official collaboration are
available for free or at an affordable rate. Most of these apps are provided by
sellers to increase touch points for gathering data and feedback from their
customers. Valuable inputs from customers can help enterprises design a very
personalized experience for customers. Targeted marketing campaigns can be
created for very special category of customers to promote stickiness and to
improve brand loyalty.
reality. With the
increase in complexity in organizations due to rapid growth in staff and
exponential growth in information, there is a need to create a conducive
atmosphere for seamless communication and collaboration. Today’s business
scenario requires enterprises to remain agile to changes mandated by customer
behavior. And customer behavior is unpredictable and highly volatile.
Empowering employees with the right kind of platform and tools to collaborate
and connect better is essential to address this challenge. Establishing more
channels to bring people and information closer in an enterprise will pave way
for better decision making and customer retention. Anywhere anytime access to
the enterprise resources through any device will improve mobility.
Democratization of information with actionable insights will place seamless
power in the hands of the relevant people to cater to the need of the customer
have organically grown internally but not all functions and departments are
well knit together as a fabric to function in unison. Ad hoc projects and
committees that mushroom time and again result in horizontal expansion that
operate in silos creating real challenge for effective governance and control.
Enterprises might lose focus on customers and their needs when firefighting
happens internally to contain the challenges in running the organization. Teams
that function in geographically separated locations are prone to remain
isolated from the overall functioning of things in the enterprise unless there
is an efficient collaboration mechanism. Optimizing these operations would result
in functional and operational teams working together to pay increased attention
to the customers’ needs.
changing today with consumerism calling the shots in enterprises. Established
businesses are finding it difficult to keep up with the changing behavior of
customers. They are just one mouse-click away from losing a customer forever.
Flagship products are losing their relevance in this changing world of varied
customer preferences. Startups are ruling the day with their innovative
products and enterprises are forced to package their products as services to
remain competent and retain customers. Airplane engines are replaced by air
times. Capital goods are offered as subscription services. Real estates are let
for rent rather than being sold. Taxis are hired instead of cars being bought.
Banks operate with literally no physical presence; room-stays and holiday
packages are available with no property owned; content is proliferating while
nothing is originally created; Food lands on the table from virtual kitchens.
Customers want all of these in the comfort of their homes and work-spots and in
their familiar devices that they carry day in and day out.