IT Tools are a critical component for the success in the adoption of a customer-centric management strategy. They not only give support to the customer-oriented process areas, as those centered on collecting, analyzing and disseminating customer data and knowledge, but also to the broader organizational transformation and information technology implementation. Without the appropiate IT Tools, organization’s processes will never deliver the expected outcomes and the organization will not be able to properly evolve through the different customer-centric maturity levels. Given that the implementation of a customer-centric management strategy—and a Maturity model— is highly data and knowledge-intensive, the following IT Tools are those that I consider essential to attain the final goals. For more visit http://www.smartcustomermanagement.com

1. 5 ESSENTIAL IT TOOLS
TO BUILD A CUSTOMER-
CENTERED COMPANY

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Provide a systematic process to manage customer
relationship initiation, maintenance and
termination across all customer contact points
Are designed to maximize the value of the
customer relationship portfolio

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Help the organization discover, gather and
communicate meaningful patterns in
customer data to drive business decisions
Enable to project future customer behavior
via predictive modeling

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Are those online tools used to create a
community and encourage users to share
and redistribute content widely and often

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Enable Project and Team managers to save time and
achieve effective management of improvement
projects by providing functionalities that simplify
complex tasks
Play a relevant role when integrating improvement
projects along the more global customer-centric
program management

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Support the organization in managing and
orchestrating all internal and external communication
aimed at creating favourable relationships with
customer and stakeholders
Enable the organization to disseminate customer-
related information across all levels