Web 2.0 'can increase customer loyalty'
Thursday, 5 November 2009
Companies can boost their customer loyalty by making greater use of Web 2.0, an expert has suggested, which may interest those considering customer relationship management.
Speaking to CXO Today, Chirantan Chatterjee, associate director and practice head of enterprise content management at Virtusa (India), said technologies such as social networking platforms, wikis and blogs can be beneficial to a firm's activities.
"The advent of Web 2.0 does offer significant opportunities for companies to improve customer loyalty, increase operational efficiencies, increase product success and [speed up] time-to-market," he explained.
Mr Chatterjee pointed out that Web 2.0 allows businesses to increase the ways they can communicate with their consumers and claimed those which adopt the technologies will develop a competitive advantage over their rivals.
Last week, Geoff Galat, vice president marketing and product strategy at Tealeaf, said that companies can find customer relationship management and customer experience management are technologies which can allow them to boost consumer loyalty.
