In a recent article published on destinationCRM.com, Cognizant’s Customer Solutions Practice (CSP) Vice President Peter Grambs examines how Web 2.0 technologies will transform the delivery of CRM services across industry.

Among Peter’s principles:

• Web 2.0 is the transition from centralized control of information technology and Web interactions to decentralized control.
• The responsiveness and effectiveness of CRM applications will become ever more critical in a Web 2.0 world as customers gain greater access to information -- especially negative information.
• Cross-channel integration will become necessary as consumers will expect to seamlessly connect from a cell phone to a Website to speak live with a customer service rep.
• As social networks and wikis become trustworthy, consumers may be more likely to engage in self help rather than relying on corporate Websites or customer service reps.
• Data generated by social networks and other Web 2.0 applications will increasingly need to be integrated with enterprise software platforms to power marketing campaigns built on a deeper understanding of customer sentiment.

Read Peter’s entire article by clicking here

To learn more about Cognizant's CSP Practice, navigate here.