Traditional CRM is Not Delivering Desired Customer Experience Transformation
Customer experience transformation is rapidly becoming a key business differentiator in the battle to retain customers and grow revenues and wallet share. But many businesses have yet to rise to this challenge, due to constraints imposed by their legacy Customer Relationship Management (CRM) platforms. As a result, they continue to focus on routine operational savings rather than dramatically improving their customers' experience and net promoter scores. These are among the main findings of a survey of international businesses across the UK, mainland Europe and the U.S. undertaken by Pegasystems.
Overall, 62% of respondents saw differentiating their value proposition by customer service rather than by product as essential or very important. And this was reinforced by the fact that, as customers or consumers, an overwhelming 74% were very likely or likely to buy more from a company as a result of service excellence that goes beyond expectations. And only just more than half of the businesses questioned have a CRM solution that actually extends beyond the contact center and even fewer -- just 43% -- provide a consistent customer experience across all delivery channels. Perhaps most tellingly of all, only two in five have customer service represented at the board level.
Gartner Reveals Five Social Software Predictions for 2010 and Beyond
According to Gartner, Inc., success in social software and collaboration will be characterized by a concerted and collaborative effort between IT and the business. The analyst firm offers five key predictions for social software.
By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20 percent of business users.
By 2012, over 50 percent of enterprises will use activity streams that include microblogging, but stand-alone enterprise microblogging will have less than 5 percent penetration.
Through 2012, over 70 percent of IT-dominated social media initiatives will fail.
Within five years, 70 percent of collaboration and communications applications designed on PCs will be modeled after user experience lessons from smartphone collaboration applications.
Through 2015, only 25 percent of enterprises will routinely utilize social network analysis to improve performance and productivity.
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