PKF Texas - The Entrepreneur's Playbook: Are Customer Relationships a Top Issue?
Note: Running Fridays in FromGregsHead.com, is a continuing series of tips brought to you by Greg Price. These run Saturday mornings during the BusinessMaker’s Radio Show on KPRC 950AM. Audio files can be found on the Entrepreneur's Playbook page of the PKF Texas website.
Around the world business executives all believe that the number one business issue within their organization is the customer relationship. And these same executives will tell you that they value innovations and support process improvements that enhance the customer experience.
However, a recent study commissioned by Microsoft and conducted by Forrester Consulting suggests than many executives are saying one thing but actually doing something else as it pertains to investments in IT and the human capital experience to enhance customer’s interactions with their organizations.
In the survey, 55% of the respondents said that the top business issue was customer relationships. However, this same group indicated that only 32% believe that, customer relationships were a top priority for IT spending within their company.
How does this match up with your own organization?
Have you laid the groundwork to take your organization forward only to pull back on the reins at the critical moment of project approval and selection?
There is an old saying that people spend their money on what is actually important to them - regardless of what they SAY is important to them. This is likely the case above.
The ability to enhance client/customer relations through IT is immense and anyone serious about using IT to improve their CRM will be flooded with differing opportunities and platforms for which to do it.
At our firm, we are usually a bit ahead of the curve on all technology investments. It has been the one thing that has kept our revenue per partner/employee so high over the years. You can't beat efficiency. Technology is cheaper than additional people.
I agree. The proper use of technology can be a huge competitive advantage to those who can harness its benefits.
