Customer Centricity and The Smarter Commerce Summit

According to The Business Dictionary, customer-centric is defined as:

Creating a positive consumer experience at the point of sale and post-sale.

A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.

Read more here.

I have been in the software industry for well over 20 years and have attended many conferences that are catered to customers. I had the pleasure of attending the summit last year and the number one thing I got out of it were the customer stories. Story after story I got to hear how partners and customers use IBM’s software to run their business. Being new to the commerce side of IBM these stories were invaluable to me. I heard the good and the bad experiences and in most cases the bad experiences were heard loud and clear by us.

Outside of fixing or adding function to the software, IBM is extremely focused on this new buzz “customer-centricity”. When I speak of “my team” I speak of us (IBM), the customer, and the business partner. When we are engaged with a customer, we stay engaged from sales through delivery. I have the pleasure of being on some great accounts where the broader “team” really does feel like a real team – all of us working together to make sure the customer is successful.

If you are a customer or business partner attending the conference make sure you spend time with your IBM account team and get suggestions for which sessions would benefit you most.

And don’t forget to sign up with an “expert” in the Meet The Experts! You can schedule a meeting prior to the event with your IBM representative so make sure you get on the calendar.


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