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.
Ever heard of the term ‘IT Debt’? All those who have been following Gartner, would have an idea what it means. For all those who are not Gartner fans here is what it means. IT Debt is the cost of maintenance backlog of an enterprise. It’s the cost of upgrading enterprise applications to their latest releases and operating versions. In other words, it’s the cost of bridging the gap between the current state of IT architecture and its ideal state.
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.
A few months back a colleague handed me a report published by Juniper Research on mobile augmented reality (AR). The report predicted mobile based AR apps to witness 1.4 billion downloads by 2015 – a business worth $1.5 billion approximately.
I dropped my jaw and gawked at Juniper’s report. My reaction had nothing to do with the figures contained in there. I have never doubted AR’s potential all this while. In fact, somehow I have always known that one day AR was going to be big – probably too big to handle. Rather it was a surreal feeling for me. I was like ‘yay I was right about AR.’