Companies have a maximum of three interactions, referred to as 'moments that matter', with a potential client to convince them to adopt their services.
This is the view of Dr Alex Rummel, MD of enterprise mobility at Grapevine Interactive. Previously, companies were able to design products and services based on their own criteria, he continues; today, it's the consumers who are empowered.
Regulatory changes have also impacted the manner in which organisations interact with both existing and potential clients, he says. This has forced organisations to redesign the way they identify, target and interact with clients, Rummel notes.
“Cost-saving can be realised through rich customer services, which are accessible [by] customers through their mobile phones. This not only reduces the load on the call centre, it also allows business to shift funds into more comprehensive value-adds,” Rummel points out.
SA is no different from so-called first world countries - and is, in many ways, ahead of other countries, based on the necessity to leverage mobile access services, given the lack of online infrastructure and costs, he emphasises.
Rummel is a speaker at the ITWeb Business Communications forum, taking place on 22 November, at The Forum, in Bryanston. He will look at the importance of customer interaction, existing challenges in enterprise technology, and tools to implement effective customer interaction management.
The forum will address the impact that various communication technologies have on organisations, and give decision-makers a complete overview of all the options and strategies available to them.
For more information and to book your seat, click here.
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