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Technology Impact - Assignment Example

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This report "Technology Impact" examines the role and importance of information technology and globalization in modern times. It's doubtless that technology has pervaded every aspect of life and is used by almost any product or service to enhance customer satisfaction…
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Technology Impact
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Download file to see previous pages Information today is the key to business success and information accessibility in the delivery of service leads to enhanced customer experience. In traditional organization structures coordination and sharing of information was not possible. Customer contact management, on the other hand, collects, records, and assesses relevant information about a customer in real-time. This leads to customized customer contact service at every interaction. Thus an organization can keep building relationships by adding value to service at each encounter. Spencer-Matthews and Lawley (2006) cite that information is a component of communication channels such as face-to-face, email, phone, and web – each of which impacts how a customer interacts with the business. Information should be recorded whenever and wherever the customer makes contact.
Companies are moving closer to their customers and customer relationship management has become imperative. Technology has helped to add value to the service that General Motors (GM) was giving to its customers. GM stands out in its application of technology when it applied Digital Loyalty Network (DLN) which enabled the company to constantly monitor, product, and supply chain data apart from adjusting engineering, production, sales, and distribution activities (Koudal & Wellener, 2003). The name itself suggests that it is high technology-enabled, while promoting customer loyalty and networking helps to leverage the supply and distribution chain partners for better customer service. The data collected helps them to enhance their partnership with suppliers. GM has implemented an integrated network through which they have been able to connect the company with suppliers, customers, alliances, dealers, and partners. It has launched web portals for customers and suppliers and its OnStar System allows the drivers to communicate while on road with the support staff and vendors. The OnStar System allows them to interact daily with all customers. ...Download file to see next pagesRead More
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