2: B2C Enterprises

[Document] a series of steps CIOs can take to begin to reset the bar for what constitutes a good experience with their companies online.

Other Information:

Systems of Engagement in B2C Enterprises -- In the B2C world, the challenge is not introducing consumerization but rather keeping up with it. Now that the Googles and Facebooks and YouTubes of the world have completely reset the bar for what constitutes a good online experience, B2C enterprises that have been online for years are having to revisit their assets, if for no other purpose than to put a new face on them. Many organizations are simply setting up Facebook and Twitter “outposts,” unconnected to to core backend processes that provide information and context about customers. Engagement means more than what happens on a Facebook page. It means mapping that experience on a Facebook page back to the actual conversion of the customer. Here’s a reasonable series of starting steps for the CIOs in these companies to undertake. AIIM can help organizations make sure that when the ideas below are implemented, they are implemented safely — safely for the company, the CIO, and for employees.

Stakeholder(s):

• B2C Enterprises


• CIOs

Objective(s):

2.1: Attention

2.2: Customer Service

2.3: Relationships and Insights

2.4: Records

2.5: Personalization

Content