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Business Driven Technology 6th Edition by Paige Baltzan
Edition 6ISBN: 9780073376905Business Driven Technology 6th Edition by Paige Baltzan
Edition 6ISBN: 9780073376905 Exercise 2
Second Life CRM
The virtual world of Second Life could become the first point of contact between companies and customers and could transform the whole customer experience. Since it began hosting the likes of Adidas, Dell, Reuters, and Toyota, Second Life has become technology's equivalent of India or China-everyone needs an office and a strategy involving it to keep their shareholders happy. But beyond opening a shiny new building in the virtual world, what can such companies do with their virtual real estate
Like many other big brands, PA Consulting has its own offices in Second Life and has learned that simply having an office to answer customer queries is not enough. Real people, albeit behind avatars, must be staffing the offices-in the same way having a website is not enough if there is not a call center to back it up when a would-be customer wants to speak to a human being. The consultants believe call centers could one day ask customers to follow up a phone call with them by moving the query into a virtual world.
Unlike many corporate areas in the virtual world, the National Basketball Association incorporates capabilities designed to keep fans coming back, including real-time 3-D diagrams of games as they are being played.
Project Focus
You are the executive director of CRM at StormPeak, an advanced AI company that develops robots. You are in charge of overseeing the first virtual site being built in Second Life. Create a CRM strategy for doing business in a virtual world. Here are a few questions to get you started:
How will customer relationships be different in a virtual world
What is your strategy for managing customer relationships in this new virtual environment
How will supporting Second Life customers differ from supporting traditional customers
How will supporting Second Life customers differ from supporting website customers
What customer security issues might you encounter in Second Life
What customer ethical issues might you encounter in Second Life
The virtual world of Second Life could become the first point of contact between companies and customers and could transform the whole customer experience. Since it began hosting the likes of Adidas, Dell, Reuters, and Toyota, Second Life has become technology's equivalent of India or China-everyone needs an office and a strategy involving it to keep their shareholders happy. But beyond opening a shiny new building in the virtual world, what can such companies do with their virtual real estate
Like many other big brands, PA Consulting has its own offices in Second Life and has learned that simply having an office to answer customer queries is not enough. Real people, albeit behind avatars, must be staffing the offices-in the same way having a website is not enough if there is not a call center to back it up when a would-be customer wants to speak to a human being. The consultants believe call centers could one day ask customers to follow up a phone call with them by moving the query into a virtual world.
Unlike many corporate areas in the virtual world, the National Basketball Association incorporates capabilities designed to keep fans coming back, including real-time 3-D diagrams of games as they are being played.
Project Focus
You are the executive director of CRM at StormPeak, an advanced AI company that develops robots. You are in charge of overseeing the first virtual site being built in Second Life. Create a CRM strategy for doing business in a virtual world. Here are a few questions to get you started:
How will customer relationships be different in a virtual world
What is your strategy for managing customer relationships in this new virtual environment
How will supporting Second Life customers differ from supporting traditional customers
How will supporting Second Life customers differ from supporting website customers
What customer security issues might you encounter in Second Life
What customer ethical issues might you encounter in Second Life
Explanation
Verified
Verified
Customer relationship management (CRM) i...
Business Driven Technology 6th Edition by Paige Baltzan
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