|||||||||| tailored digital capabilities. For example, firms have hired “user experience” teams that help clients envision new ways of interacting with consumers in a digital marketplace. These engagements often provide prototypes and interactive videos to help sell the concepts internally.
Q
RECENT RESEARCH FINDS THAT IT BUDGETS HAVE INCREASED SLIGHTLY FOR THE FIRST TIME IN MANY YEARS. WHAT ARE THE MOST STRATEGIC TECHNOLOGY INVESTMENTS THAT A CONSUMER GOODS COMPANY CAN MAKE TODAY IN CUSTOMER MANAGEMENT?
ALEXANDER: The most important investment is a focused effort to build strategic insights capabilities. Companies are rapidly evolving to bring all forms of data insights into a single group, supported with appropriate skills and technologies. Today, many of these capabilities are distributed throughout the company, with shadow spend used to solve a particular function’s specific data challenge. A focused insights group can ensure that investments are prioritized and maximized to serve the entire organization.
CUSTOMER MANAGEMENT
CUSTOMER MANAGEMENT
Retail Execution
Mobility Best in Category AT&T www.att.com
Best in Category Salesforce.com www.salesforce.com
Accenture CAS
www.accenture.com/cas
Accenture CAS
www.accenture.com/cas
AFS Technologies www.afsi.com
AFS Technologies
IBM
www.afsi.com
www.ibm.com
Kantar Retail XTEL
Microsoft
www.kantarretail.com/xtel
www.microsoft.com
Oracle
Salesforce.com
www.oracle.com
www.salesforce.com
Retail Solutions Inc.
SAP
www.retailsolutions.com
www.sap.com
Retail Velocity
Spring Mobile Solutions
www.retailvelocity.com
www.springglobal.com
RW3 Technologies
StayinFront
www.rw3.com
www.stayinfront.com
SAP
Verizon Wireless
www.sap.com
www.verizonwireless.com
StayinFront
Best in Category “From fleet and workforce management, machine-to-machine, messaging and remote-access services to mobile security, mobile management tools and consulting, AT&T helps customers mobilize their business processes and has delivered solutions of every scope.”
www.stayinfront.com
Best in Category “[We] use sales force automation software from Salesforce.com to speed and streamline all phases of sales, from lead management to analytics and forecasting.”
Customer Satisfaction Leader: Verizon Wireless
Customer Satisfaction Leader: RW3 Technologies
SMB Market Leader: Microsoft
SMB Market Leader: Oracle
CONSUMERGOODS.COM | JANUARY/FEBRUARY 2017 | CGT
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