| [June 30, 2008] |
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Global Study Reveals Customer Empowerment as Chief Driver of Online Business Through 2013
MOUNTAIN VIEW, Calif. --(Business Wire)-- Habeas, Inc., the world leader in email reputation management (ERM) services, today jointly released key findings of the Economist Intelligence Unit (EIU) Digital Company 2013 study with survey co-sponsors AT&T, Nokia, PricewaterhouseCoopers, SAP, Concep Global and WebEx. The study indicates that customer empowerment through technology will have the greatest impact on business processes and online investments over the next five years.
The EIU study, which includes feedback from more than 650 enterprise executives, over half of whom hold C-suite titles, shows a key driving force for this change will be the technology-enhanced interaction between employees, suppliers, investors and, most importantly, customers. The data also shows that, over the next five years, email via fixed and mobile devices will solidify its position as the most important communication channel to businesses for establishing and maintaining strong online business interactions with these audiences.
"The Internet enables collaboration between empowered customers and the businesses with which they choose to engage," said Des Cahill, CEO, Habeas. "As customers increasingly expect greater input into how organizations interact with them, smart organizations of all sizes will gain advantages today and in the future by transforming this increased customer involvement from risk to opportunity and long-term success."
Highlights from the Digital Company 2013 study include:
-- According to survey respondents, email (93 percent) and the Web (81 percent) maintain their leading positions as preferred business communications channels, and will continue to do so through 2013. The study also finds a general increase in adoption across other emerging "networked" channels by 2013 to enable companies to build new competencies in-house and collaborate with outside partners.
-- Company leaders indicate that customer empowerment through technology will have a profound and positive effect on their businesses. Over 76 percent believe this empowerment will positively impact new product and service development and 73 percent expect that is will have a positive influence on revenues.
-- Organizations believe that the most significant impact on their business models between today and 2013 will be as a result of technology-led operational changes.
-- Executives anticipate technology changes will considerably affect their company's customer service (40 percent of respondents) and sales and marketing (24 percent) initiatives, which rely heavily on email and Web communications.
-- Operations (billing and payment, product/customer support, order processing, marketing) that are increasingly facilitated and/or automated with email and Web applications and communications comprise the top four areas which businesses believe will experience tremendous change.
Habeas' participation with the EIU study follows closely on the heels of the company's 2008 study of consumer attitudes towards email and online interaction with businesses. That report, released in May by research firm Ipsos, found that consumers will continue to utilize email as a primary method of communications for personal and business use in the future. Users will also increasingly demand and expect interactive communication technologies and business practices that enable them to be more empowered. Organizations that fail to deliver these services risk alienating or losing its customers, prospects, partners and key stakeholders.
"These two studies show that people online desire more control over email and messaging communications and will penalize companies that fail to properly understand and respect their online preferences and needs," Cahill continued. "Companies serving today's more empowered customers need to apply email reputation management strategies to create higher performing, online relationships. These engaged relationships allow organizations to better serve their target audiences and create stronger online brands."
Habeas will host a webinar entitled "Your Digital Company, Today and in 2013" on July 15, 2008 at 11:00 a.m. PDT / 2:00 p.m. EDT. The complimentary, one hour event will feature Habeas CEO Des Cahill, JupiterResearch vice president David Daniels and CMO of Zinio and founder of Email Experience Council Jeanniey Mullen, to discuss the Ipsos and Economist Intelligence Unit studies, the role of email, online trust and device driven impending changes in a Web 2.0 world. Participants will also learn about email reputation management best practices for brand protection, email marketing, e-commerce and digital services delivery that will help lower operating costs, enhance offerings, improve user experience and increase profits, today and in the future.
For more information, to download a new white paper just published by the EIU, and to participate in the Habeas Huddle webinar, please visit http://www.habeas.com/huddle715.
About the Economist Intelligence Unit
The Economist Intelligence Unit is the business information arm of The Economist Group, publisher of The Economist. Through our global network of about 650 analysts, we continuously assess and forecast political, economic and business conditions in 200 countries. As the world's leading provider of country intelligence, we help executives make better business decisions by providing timely, reliable and impartial analysis on worldwide market trends and business strategies.
About Habeas
Habeas is the market and technology leader in email reputation management services. The company's software-as-a-service (SaaS) platform includes the award-winning Habeas Email Monitor, an on-demand application that enables businesses to analyze, improve and manage their email and Web operations to ensure maximum deliverability and online performance. Complementary sender services include Habeas Advisory Services, Habeas Audit for reputation assessment and Habeas SafeList, the most broadly used Internet whitelist. Habeas also provides SenderIndex, the industry's largest email reputation database, for enterprises and ISPs to make better, faster delivery decisions regarding inbound email. For more information, visit http://www.habeas.com.
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