The empowered customer: Productivity enhancements in a digital era

Microsoft Dynamics CRM

As global employment prospects lag behind a slow economic recovery, customers in many parts of the world are more cautious and better informed than ever. They have access to a wealth of information about the products and services they seek, much of it obtained from trusted sources almost immediately. Yet businesses have moved slowly to exploit emerging technologies and information sources like Twitter, Facebook and YouTube. As a result, customers often seem better informed about the products and services they buy than companies are about their customers. This imbalance presents a big challenge to companies struggling to avoid commoditisation and it could grow into a competitive disadvantage as customers demand more personalized service.

Tags : microsoft dynamic crm, productivity enhancement, customer service productivity


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Published:  Mar 30, 2010
Length:  5
Type:  White Paper