December 17, 2014Doug Hadden
Doug Hadden, VP Products
Technology environments and ecosystems change. Tier 1 ERP vendors selling hardware “engineered systems”. Tier 2 vendors have been acquired by private equity firms. “Design thinking” and “customer experience” design has taken off. SaaS vendors are growing and there have been major acquisitions of some by large legacy vendors. ERP customers are revolting against arbitrary pricing and license audits.
This is all pointing to a major power shift in the enterprise software market where 2015 will be the tipping point to the Year of the Customer.
- Ethics and corporate social responsibility will become critical for business and government alike. Organizations will no longer be able to hide supply chain issues like underpaid workers, sustainability issues like pollution, or immoral competitive practices. Unethical uses for “big data” will be under the spotlight. 2015 will be all about trust and authenticity. Organizations will be under more pressure to be transparent.
- Customer expectations will accelerate on two dimensions: equitable pricing that is value-based on one hand based on crowd pressures and improved personalization (but not creepy “Minority Report” personalization. Organizations that fail to engage customers using digital technologies (or try to use social media as a broadcast medium) will fall behind.)
- Digital enables vendors and governments to be customer and citizen-centric, when done right. While digital enables customers, many underlying technologies can be used to better serve customers and citizens including: design thinking, customer journey mapping and customer experience (including improved usability for digital engagement), improved bandwith.
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