GSB 2.120 Dave Kessler, Senior Manager of Accenture's CRM Line of Business, will discuss how to transform your least profitable customers into your most profitable customers through the use of technology, marketing, sales, and finance. The internet has created economic efficiencies in the modern marketplace due to the ease of information transfer. The iMac changes all of that. According to Apple, what drove the design of the iMac was a vision and a commitment to create the best consumer computer that they could. In other words, they made the needs of the customer their highest priority.
Technology enables pervasive access to businesses.
That means many more chances to alienate the customer. At the end of a century of profound economic success built upon technological advances and revolutionary customer service, we seem to be sinking back into the days of caveat emptor. Companies could avoid these technology-induced customer service disasters with a little forethought and some testing. As a company's most valuable assets shift from hard assets like plant and equipment to intangible assets like ideas and relationships, the role of traditional finance used to value a company must shift as well.