The last decade has been very exciting with all types of new technologies that improve access and communication. With the help of these new technologies, organizations can share information, collaborate on work, and transfer knowledge among employees, customers, and suppliers with greater efficiencies than ever before. And likely as not, more innovations are underway.
While an organization’s success depends on the efficient means of communication, it also depends on commitment and collaboration among all participants. Effective communication is the process of transmitting valuable information from one individual or group to another. But commitment and collaboration fuels the organization.
To create an effective communication system, organizations should:
“Interact with your customer” will be the slogan of the future. Organizations will strive for “customer enthusiasm” instead of “customer satisfaction.” Customer enthusiasm generates excitement and loyalty in customers.
To build a customer-interaction strategy, an organization must have a clear picture of its prospects and customers – their identity, demographics, preferences, the products and services they buy, and the channels through which they make their purchases. Then, the organization should develop the technical architecture to support its business goals.
Organizations should employ following strategies to interact with their customers on an ongoing basis.
Also, given that communication is so immediate and spontaneous, keep in mind of the value of on-time response, no matter what technology or mode of communication you use, is absolutely vital. On-time response (read “timely response”) shows your commitment and demonstrates your enthusiasm.
Although some executive education and training programs tend to be very costly, management cannot and should not eliminate these programs. Of course, your options are cloud-based or web-based learning programs that add diversity in training without the cost of travel. Technology-enhanced learning modals can also be collaborative team-centered experiences that can add to the collaborative environment in your workforce.
Make wise use of other CRM and cloud computing resources – video conferencing, virtual whiteboards, desktop viewing – that may enhance information throughput, group learning, openness and transparency in the management process.
At the end of the day, it’s still people who matter most.
Boston University School of Management, USA
Copenhagen Business School, Denmark
Georgia State University, USA
INSEAD, Fontainebleau, France
IMD, Lausanne, Switzerland
Kellogg School of Management, Northwestern University, USA
New York University, USA
Oxford University, UK
Rotterdam School of Management, Erasmus University, The Netherlands
The Kelley School of Business, Indiana University, USA
Warwick Business School, UK