As the world changes faster and faster, those companies that anticipate the change and modify their customer offering and communication methodologies to meet changing customer needs the fastest will be the ones that succeed. These IT investments will only be approved if the potential exists for rapid and significant payback through improved customer satisfaction and internal productivity gains.
This piece of research is aimed at CEOs, senior C-level marketing management and CIOs, and is an attempt to establish, on a South Africa-wide basis, the attitudes and habits of all three groups. Where they conform and where they differ are crucial, but thus far, unanswered questions.
