models, and processes to drive new value for customers and employees to effectively compete in an ever-changing digital economy” (as cited by Afshar, 2016). In pursuit of insights concerning success for small business, Salesforce research involving 3,800 small business leaders outlines six key trends characterizing high-performing small businesses in terms customer relationships in a dynamically changing, technology driven economy:
1) Mobility drives agility and efficiency
2) Data driven customer-centric decisions
3) Automation, social and mobile marketing drives scale
4) Talent wins
5) Tech savvy businesses gain a competitive advantage
6) Customer experience is a company wide focus
(Afshar, 2016)
Pivotal statistics supporting these six benchmarks hypothesize small …show more content…
Therefore, the same businesses are relying on social media for communication purposes because of familiarity, ease of use, and no cost. Although social media can be a powerful tool for small businesses, most companies are missing the chance to differentiate themselves from competition by establishing a creative social media strategy, focusing on innovative use of technology as a basis for sustainability and competitive advantage (Bilton, 2007). In an invariably connected digital economy, social media presents tremendous potential for customer relations, marketing, and communication. On the other hand, company websites enable simple customer communication as well as a pointer to the company 's social media outlets, while offering a place for new customers to learn about the organization. The key element of a successful digital solution combining each of these powerful digital tools is the development of an IT strategy concerned with organizational alignment, as well as a common sense of purpose and vision (Bilton,
1) Mobility drives agility and efficiency
2) Data driven customer-centric decisions
3) Automation, social and mobile marketing drives scale
4) Talent wins
5) Tech savvy businesses gain a competitive advantage
6) Customer experience is a company wide focus
(Afshar, 2016)
Pivotal statistics supporting these six benchmarks hypothesize small …show more content…
Therefore, the same businesses are relying on social media for communication purposes because of familiarity, ease of use, and no cost. Although social media can be a powerful tool for small businesses, most companies are missing the chance to differentiate themselves from competition by establishing a creative social media strategy, focusing on innovative use of technology as a basis for sustainability and competitive advantage (Bilton, 2007). In an invariably connected digital economy, social media presents tremendous potential for customer relations, marketing, and communication. On the other hand, company websites enable simple customer communication as well as a pointer to the company 's social media outlets, while offering a place for new customers to learn about the organization. The key element of a successful digital solution combining each of these powerful digital tools is the development of an IT strategy concerned with organizational alignment, as well as a common sense of purpose and vision (Bilton,