high-tech companies need to have dual focus of increasing flexibility and
scalability at the operational level plus improve its customer experience
strategy. Thus, the high-tech companies need to look inwards for improving
sales productivity and reduce operational cost. Companies also need to look
outward by providing multi-channel yet simple; world-class yet localized;
uniform yet personalized experience to its customers. To achieve the goal of
enhanced customer experience it is imperative that the business strategies and
IT goals are aligned and are in sync at all times. Business brings insights
into customer expectations & needs, buying behavior and what would delight
them. IT chimes in by bringing the cutting edge technology framework and system
which enables business to focus on revenue generation rather than just revenue
fulfillment. Thus, it is imperative for these companies to have a framework
which should enable persistent customer engagement by allowing sales to respond
faster and with accuracy, allow access of key information anywhere-anytime on
platform of choice to its customers.
This blog is posted on behalf of Abhishek Goyal, Associate Vice President and Oracle Delivery Partner, Infosys.