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New IDC MaturityScape Shows Companies Must Become Customer Centric and Meet Changing User Expectations

International Data Corporation (IDC) has released a new report, IDC MaturityScape: Social Business (IDC #248527), designed to help companies assess competency and maturity in the use of social business tools and capabilities. This research can be used by organizations as the baseline to define short- and long-term goals and plan for improvements; prioritize social workflow, processes, staffing and other related investment decisions; and uncover maturity gaps among business units and between business and IT groups.

"As the level of acceptance of social technologies has increased over the past few years, the way we think about social business has undergone rapid change," said Vanessa Thompson, Research Manager, Enterprise Social Networks and Collaborative Technologies. "This change also comes with the confluence of a number of intersecting market trends — cloud, mobile, and Big Data. This exacerbates the ways we can use these new communication and collaboration channels to connect with employees, customers, partners, and suppliers in order to meet future needs."

Although organizations are currently focused on meeting customer expectations, employees, partners, and suppliers are also a critical component to ongoing success. However, organizations do not control these interactions – users do. Companies must become customer centric while meeting changing user expectations at the same time.

Organizations that do not face the current change cycle risk being left behind by competitors that more rapidly leverage the power of the social workflow and the change in customer behavior.

IDC research shows that the fundamental way for an organization to support this customer centricity is through an enterprise social network (ESN) that serves as a backbone of communication inside the organization.

IDC anticipates that the notion of a social business and social workflow will become inherent in the way we think about interacting with other users inside and outside organizations. A broader shift to a sense and respond business model when coupled with a succinct and clear social business strategy can drive a more connected and responsive business. This ultimately leads to a greater level of satisfaction among customers, partners and suppliers and delivers competitive advantage.

About IDC MaturityScape

IDC MaturityScape provides a detailed explanation of the stages of 3rd Platform adoption from the simplest, unstructured ad hoc stage to the advanced, systematized optimized level. IDC MaturityScape reports offer an opportunity for CIOs and their enterprise partners to have a structured way to identify their current level of capability, or maturity, and the gap between where they are and where they want (or need) to be to maintain competitive balance or achieve industry superiority. Combined with focused IDC research, benchmarking, expert insights, and an ongoing commitment to developing forward-thinking 3rd Platform insights, IDC MaturityScapes can be a critical cog in enabling the CIO role in the enterprise.

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. In 2014, IDC celebrates its 50th anniversary of providing strategic insights to help clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.

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