Gloablization , Customer Experience and Enteprise 2.0

Today while enterprises are increasingly going global in IT outsourcing, supply chain and customer services operation, there is a growing need to improve global productivity, collaboration and business processes. The Yankee Group calls it “Enterprise Anywhere” - the trend where global companies leverage their global resources to optimize their global operation.

So, where do Open Source Web 2.0 applications come handy in the enterprise world? It is by increasing global usability, collaboration and productivity. One specific area which seems like a natural fit is the Enterprise Global Customer Experience or CEM (Customer Experience Management).

One of the main customer experience challenges for global enterprises is to be able to capture and integrate all the customer experience history and intelligence from different information sources like ERP customer service module and CRM systems into one global source of Global Customer Experience Intelligent Unit. This unit can be leveraged to capture innovative product and customer service ideas and most importantly improve customer experience processes and customer satisfaction.

Another area where Open Source Web 2.0 applications can be very valuable is the ability to create or integrate to a Master Data Management (MDM - a master source of customer experience data that can be leveraged across the enterprise from both front end and back end ERP/CRM systems) to capture personalized customer experience and interaction intelligence data and use it to improve customer experience processes (CEM), customer satisfaction and loyalty.

By Amir Ben-Mordechai