Embed Size (px)
DESCRIPTION
IT Tools are a critical component for the success in the adoption of a customer-centric management strategy. They not only give support to the customer-oriented process areas, as those centered on collecting, analyzing and disseminating customer data and knowledge, but also to the broader organizational transformation and information technology implementation. Without the appropiate IT Tools, organization’s processes will never deliver the expected outcomes and the organization will not be able to properly evolve through the different customer-centric maturity levels. Given that the implementation of a customer-centric management strategy—and a Maturity model— is highly data and knowledge-intensive, the following IT Tools are those that I consider essential to attain the final goals. For more visit http://www.smartcustomermanagement.com
Citation preview
5 ESSENTIAL IT TOOLS TO BUILD A CUSTOMER-
CENTERED COMPANY
2
3
4
Provide a systematic process to manage customerrelationship initiation, maintenance and termination across all customer contact points
Are designed to maximize the value of thecustomer relationship portfolio
5
6
Help the organization discover, gather and communicate meaningful patterns in customer data to drive business decisions
Enable to project future customer behaviorvia predictive modeling
7
8
Are those online tools used to create a community and encourage users to share and redistribute content widely and often
9
10
Enable Project and Team managers to save time and achieve effective management of improvementprojects by providing functionalities that simplifycomplex tasks
Play a relevant role when integrating improvementprojects along the more global customer-centricprogram management
11
12
Support the organization in managing and orchestrating all internal and external communicationaimed at creating favourable relationships withcustomer and stakeholders
Enable the organization to disseminate customer-related information across all levels
