March 22nd, 2010
By Yankee Group
IP communications not only helps small- and mid-size businesses (SMBs) grow their business by providing easy-to-access customer intelligence, but it also reduces the cost of operations by helping businesses uncover critical data and act upon it. This is the biggest priority for SMBs over the next year, according to Yankee Group’s Anywhere Enterprise—SMB: 2009 U.S. Transforming Infrastructure and Transforming Applications Survey. Even in difficult economic climates, SMBs recognize the value that a deeper understanding of their customers and interactions between employees and customers can provide. It is all about how actionable customer intelligence can create a positive change for their business. Consequently, when SMBs are asked to name the biggest priority for their organization over the next year, the top three responses are: operational efficiencies, more customer focus and automating business processes, in that order. These priorities demand a new way of doing business, a new way to interact with customers and a new foundation.
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