Organizations are shifting focus from mere profitability to a sustainable business model that will ensure continued sales in the distant future. Smart companies are now moving from the dated concept of a cost focus to more customer-centric strategies that are aimed at not only acquiring new customers, but nurturing them overtime to build a loyal following of satisfied customers that will guarantee profitability for the company on an ongoing basis.
Just like any relationship, customer interactions need to be nurtured by listening to your customers, understanding their needs and providing them with a great experience while they interact with you. The ultimate goal of deploying advanced technology in a business environment is largely the same - to provide better customer service and improve customer experiences.