Cover Image
市場調查報告書

CRM導向的行動應用程式的焦點:提高客戶體驗是員工生產率的副產品嗎?

Focus on CRM-Oriented Mobile Applications: Customer Experience Improvement a By-Product of Employee Productivity?

出版商 IDC 商品編碼 322288
出版日期 內容資訊 英文 22 Pages
訂單完成後即時交付
價格
Back to Top
CRM導向的行動應用程式的焦點:提高客戶體驗是員工生產率的副產品嗎? Focus on CRM-Oriented Mobile Applications: Customer Experience Improvement a By-Product of Employee Productivity?
出版日期: 2014年12月31日 內容資訊: 英文 22 Pages
簡介

美國的企業為了員工的生產率和企業的實際成果,導入行動企業應用(MEA)。可是,透過MEA的利用,預期對提高客戶體驗也有明確的優點。

本報告以特別是銷售公司的行動企業應用的引進為焦點,提供引進企業概況和今後的計劃等分析。

IDC的見解

關於本調查

  • 調查手法
  • 行動企業應用定義
  • 受訪者統計
    • 各行動企業解決方案責任度
    • 各頭銜
    • 各企業規模
    • 各產業

概況

  • 尋求提高生產率和產業的企業─次要地也提高客戶體驗
    • 員工的生產率與客戶體驗是接連著嗎
    • CRM在行動企業應用的實行中不成為領導力

今後展望

  • 應該採用或不採用
  • 決策與費用

主要的建議

參考資料

目錄
Product Code: 253207

This IDC study focuses on mobile enterprise applications deployed specifically within sales organizations. Companies are profiled regarding implementations and future plans, including purchase plans. This study is based on our Mobile Enterprise Applications Survey conducted in February 2014.

"Our study results attest that U.S. companies are deploying mobile enterprise applications for employee productivity and corporate performance reasons ($)," reports Mary Wardley, vice president of CRM Applications and Customer Experience for IDC. "However, they expect a tangible benefit in terms of improving the customer experience through the use of MEAs."

Table of Contents

IDC Opinion

In This Study

  • Methodology
  • Mobile Enterprise Applications Definition
  • Respondent Demographics
    • By Responsibility for Mobile Enterprise Applications
    • By Job Title
    • By Company Size
    • By Industry

Situation Overview

  • Organizations Seeking Productivity and Business Improvement - With a Side Order of Customer Experience
    • Employee Productivity a Continuum to Customer Experience?
    • CRM Doesn't Lead the Way in Mobile Enterprise Applications Implementations

Future Outlook

  • To Adopt or Not Too Adopt
  • The Decision and the Money

Essential Guidance

  • End Users
  • CRM-Centric Mobile Enterprise Applications Suppliers

Learn More

  • Related Research
  • Synopsis

List of Tables

  • Table: Level of Involvement with Mobile Technology at Organization (% of Respondents)
  • Table: Respondents by Company Size and Job Title (% of Respondents)
  • Table: Organizations Having Deployed CRM-Oriented Mobile Applications by Industry Sector (% of Respondents)

List of Figures

  • Figure: Expected Benefits to Organization for Adopting Mobile CRM-Oriented Enterprise Applications
  • Figure: Ability of Mobile Enterprise Applications to Effectively Execute
  • Figure: Mobile Enterprise Applications Adoption by Application Type
  • Figure: Number of Mobile Applications Deployed
  • Figure: Mobile Operating Systems Platforms Deployed
  • Figure: Mobile Applications Deployment by Worker Type
  • Figure: Factors Impacting Adoption of Mobile CRM-Oriented Enterprise Applications
  • Figure: Factors Impacting Non-Adoption of Mobile CRM-Oriented Enterprise Applications
  • Figure: Decision-Making Process for Selecting CRM-Oriented Mobile Enterprise Applications
  • Figure: Budget Responsibility for Mobile Enterprise Applications
Back to Top