By Barton Goldenberg
On March 16th, ISM and Creative Strategies presented “Survive and Thrive in the Digital Deluge”, a webinar on Digital Strategy. As always, many interesting insights emerged from the discussion.
During the session, we submitted the following polling question to the attendees:
“My organization currently has a Digital Strategy in place.” (Yes, No, or On the Drawing Board)
Out of all responses, 40% selected Yes, 20% selected No and 20% selected On the Drawing Board.
The polling response suggests that many organizations are beginning to realize the importance of a comprehensive Digital Strategy.
Digital Strategies are the plans for gathering, analyzing and deriving actionable insights from digital information about your customers. You then deploy digital tools to customize and optimize each individual customer’s experience. The aim is to create a one-to-one engagement with each of your organization’s customers and prospects.
New, exciting technologies and best-practices are emerging to enable the execution of effective Digital Strategies. These include:
- Existing mobile platforms: 95% of knowledge workers have a smartphone and both IOS and Android are powerful platforms for delivering all types of customer-related services. These devices, and the wireless networks that support them, will only become more powerful to meet the demands of video, streaming media, live virtual broadcasts and more.
- Smart Watches: Smart Watches are a new mobile platform for delivering apps and services. We are already beginning to see CRM vendors embracing Smart Watches as a means to communicate with customers.
- Virtual Reality: Virtual Reality is an all-new platform for enhancing the customer experience. We predict that, in the foreseeable future, Virtual Reality will change the nature of customer interaction in the cruise/travel, real estate and advertising industries, among many others.
Given the flood of digital information now available from the Internet and Social Media, establishing an appropriate Digital Strategy has become essential for the long-term survival of every organization. To learn more about how your organization can survive and thrive in this Digital Deluge, including the 5 Key Steps to Build a Digital Strategy and the important role of CRM, watch an entire replay of our Webinar by clicking here
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Barton Goldenberg, is the founder and president of ISM Inc., customer-centric strategists/implementers serving best-in-class organizations globally. As a CRM leader for 30 years, he was among the first three inductees in the CRM Hall of Fame. Recognized as a leading “customer-focused” author, his latest book, The Definitive Guide to Social CRM, is hailed as the roadmap for Social CRM success. Barton is a popular speaker on “maximizing customer relationships to gain market insights, customers and profits”. He is a long-term columnist for CRM Magazine and speaker for CRMevolution and frequently quoted in the media.