Customer Satisfaction is The Need of Hour in Asian Pacific Markets

BANGALORE: Asia Pacific Technology market is on a continuous march of growth, 70 percent of Technology Budget decision makers indicated that customer obsession is a vital factor in determining the growth of any organization but on the contrary only 50 per cent of Technology leaders are paying heed to improve customer experience as per the survey done by the Forrester.

Traditional Methodologies of CIO is to focus on design, implementation of latest techniques, organizational intelligence and process control but customer centric technology is enlisted very far in their priority list. ‘Customer Satisfaction is the need of hour’, business technologies are in urgent demand of transformation into tangible technologies

 “Competition for customers is getting fiercer. Other than industry rivals, businesses need to watch for a new wave of digital start-ups,” says Tim Sheedy, Forrester Research Senior Analyst for CIOs and author of the report. “Only customer obsessed businesses who are willing to serve customers in the world they now live in, on smartphones, tablets, and social networks, will thrive in this new competitive era.”

Forrester report revealed that IT department are intermitted by Business units at various levels, moreover are inadequate in producing business outcomes. Forrester suggested that CIOs should work on the concept of digital disruption which will enhance their outcome.

The best example of digital disruption is the way Amazon, Netflix and Hulu Plus have disrupted the media and entertainment industries, which resulted in the change of content according to customer’s access.

“The signs of digital disruption in Asia Pacific span countries and industries, but the pioneers are usually entrepreneurial start-ups without legacy to hold them back,” says Dane Anderson, Forrester Research Vice-President, Region Manager and Research Director, Asia Pacific, who is going to host the summits. “Forrester’s regional summits will offer insight and tools to help CIOs from large established firms leverage their strengths to thrive in a new digital landscape,” added Anderson.

CIO’s must deal this matter of customer satisfaction with iron hands if they want to become business leaders, not just strategic planners.