Less than a third of surveyed IT executives believe their companies are "highly effective" at adapting to changing customer needs and priorities. Businesses that build a robust voice and data network infrastructure can achieve a high level of responsiveness, and transform customer information and feedback into actionable results.
Today's IT and Business Leaders on Market Trends
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In an era of constant change, organizations face enormous pressure to Success is about optimize performance and maximize business results. It's no secret that voice and data networks play an increasingly crucial role in determining whether an organization flour- smart and strategic ishes or flounders. Today's organizations must embrace innovation, achieve a high level of responsiveness and transform customer information and feedback into actionable results. investments in a In fact, customers exert greater influence over business decisions and, with the Internet at their fingertips, have more choices than ever before. Unfortunately for businesses, converged IP net-there's often a disconnect between objectives and the information technology required to achieve the desired results. With growing economic pressures, IT challenges and global- work infrastucture.ization, a strategic focus is paramount.Organizations that address these key issues-and eliminate bottlenecks and process breakdowns-are likely to gain a competitive advantage. Likewise, businesses that build a robust network infrastructure emerge as more agile, innovative and global in their think-ing and actions. They're able to transform customer service and boost bottom-line profits.
About CIO2CEO: Confronting the Customer Challenge This peer-based thought Outstanding results and excellent customer service don't occur by happenstance. Too leadership program analyzes often organizations develop a tangle of systems that, at some point, becomes a hindrance. quantitative and/or qualitative A 2009 IDG Research Services/Fortune Custom Publishing research study of 258 orga- research from actual CIOs and nizations found that fewer than one-third of the surveyed IT executives believe that their CEOs. The resulting insight companies are "highly effective" at adapting to changing customer needs and priorities. is then disseminated via IDG Only 7 percent felt that their organization falls into the "extremely effective" category. Enterprise and Fortune Inc.'s various multimedia assets. Moreover, fewer than half of the companies surveyed by IDG reported high levels of To learn more about the effectiveness in leveraging technology to handle and respond to customer requests. About CIO2CEO program, please 16 percent of the IT executives reported that their voice and data network infrastructures contact Charles Lee at rank somewhere between "not very effective" and "not at all effective." In many instances, clee@idgenterprise.com.
1 CIO2CEO Today's IT and Business Leaders on Market Trendsthey're simply not able to run services and solutions Best practice organizations, on the other hand, focus that might benefit the enterprise. In other cases, existing on achieving a high level of responsiveness, transforming technologies don't operate effectively-meaning gaps, data into actionable results and developing better products breakdowns and outright failures. and services based on immediate customer needs. These Today the challenges are immense. The existence of organizations understand that customer service isn't an multiple customer service channels raises the bar on cus- endpoint; it's an ongoing process that's built into the tomer expectations as well as corporate resources. Many fabric of the organization.organizations find that they're forced to maintain old systems while incorporating a spate of new technologies, Deconstructing the Disconnectsincluding voice, e-mail, paper forms, e-forms, Web-based Not only is the influence of customer information on the self-help, online chat, instant messaging, social network- business increasing but the amount of actionable data ing and faxes. Unless an enterprise integrates all these vari- floating around the enterprise is also growing. Organiza-ous systems-preferably running on a converged network tions must adapt to changing customer needs and priori-infrastructure-the sheer weight of all these transactions ties on a lightning-fast basis. IT systems must mesh with can buckle an organization. business processes to serve customers effectively. The IDG Making matters worse, business and IT leaders often survey found that organizations suffer from four major have mismatched views and expectations. It's not uncom- disconnects in the custo... [download for more]
