Sameer Patel – What customers do expect

I think we are like I said we’ve come to a point where… organizations are… there are some tectonic changes happening on the public social web for certain industries that we need to start to look at, get our arms around and understand what these implications are or how we connect internally be that with people across the globe I think that’s an important one. I think with certain analysis to understand the impact of the customer’s needs and latency in our organizations and how long do we take on the stuff to respond to them and what are their expectations on that.

I think we need to understand what is the level of expertise that they expect from us to build relationships and how do we wire when those people and have them and hidden on top also. And the answer to all these questions is going to be different for each company and I don’t want to make this sound like “Oh my God, you start to do this now because I don’t believe in that kind of sort of would work. But I think if you have to look at the implications of those changes on your organization and understand how you need to design around it you know you’re not going to be making a business case of collaboration and really going to be making a business case for doing business in the years to come.

And it starts to treat them much better and still to understand a way to inject collaboration in your day-to-day work. And I think that’s where we just start to become much more standardize I suppose to some revolution.

Interview conducted by Frédéric Gilbert.

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