Remember the early days when the concept of customer relationship management (CRM) systems had emerged? There was a mad rush in the market and almost everybody wanted to try out this newly discovered abstract. But as the dust settled on CRM, we realized that CRM systems were not just about anybody’s cup of tea.
This realization brought about a phase where CRM systems became entitlements of enterprises that had deep pockets. These enterprises had big budgets, talent pool, and IT resources available at hand to successfully deploy CRM systems. It was a time when CRM systems made silent inroads into enterprise IT architecture. And now after a quiet and peaceful existence for some time, CRM systems are back in the limelight.
Our modern day business scenario has this uncharacteristic need for a dispersed yet connected workforce. We want our people to be proactive and reach out to the customers but without losing touch with the enterprise. We want them to operate from remote locations while still having access to enterprise information. As a result, we have people carrying out communications via emails, phones, video conferences, Skype, instant messengers, VoIP, fax, social networks, and the list goes on.
Recently when my digital TV died down on me I reported the issue to my service provider. I entered their formal channel through a customer care executive who told me that a person would come and check up on the whole thing. And then before I even had the guy standing at my doorstep I received a text message on my mobile from the company stating that my complaint had been resolved.
Not long ago, Christopher Nolan’s cult movie, Inception, received overwhelming viewership and critical acclaims globally. In the film, the protagonist conditions human mind to incite it and draw out a particular behavior. Inception’s success reflects our fixation with the human mind.
For years now, we have been obsessed with the idea of predicting human behavior. We have developed several disciplines that undertake microscopic analysis of human behavior. And now, we have gone a step further with the social analytic solutions.
Heraclitus, the famous Greek philosopher, professed the doctrine that change is central to universe. His famous statement ‘nothing endures but change’ has witnessed many translations – the most popular being ‘change is the only constant’. The words of this wise man still hold true in contemporary times.
The modern-day business landscape portrays IT as the most dynamic component. Well this portrayal is true to a large extent.
For most enterprises their IT infrastructure depends on two critical factors: