The most popular and comprehensive Open Source ECM platform
By Dick Weisinger
Goal number one at a majority of companies is to increase revenues. And many believe that the best way to grow revenues is to focus on the needs of existing and potential customers. But a survey by Coveo, conducted by Forrester, found that while many businesses try to adopt strategies that focus on customer needs, their efforts are often stymied because customer data doesn’t flow uniformly across the business. Sales and marketing, customer service, and engineering aren’t always working off of the same data about their customer. And that’s a problem.
63 percent of companies think that the best way to increase revenues is to focus on their customer
69 percent of companies say that problems with collaboration and information sharing within their organization is what’s blocking them from understanding and responding to their customers. Interestingly, many of these businesses have attempted to solve the problem by adopting social media tools and collaboration platforms.
42 percent of companies say that less than a quarter of information available about a customer is available consistently through all groups within the company
65 percent of customer support groups within companies do not combine the information they glean from social media about their customers with data about those same customers that’s available through in their enterprise applications