Ibm : The Current Ceo Of Ibm

2881 Words Mar 31st, 2015 12 Pages
IBM, established on June 16, 1911, is an IT based company and also a multinational technology and consulting corporation based in America, have its headquarters in Armonk, New York. IBM specialises in the manufacturing and marketing of computer hardware and software, and provides infrastructure and consulting services in areas like mainframe computers to nanotechnology. Ginni Rometty is the current CEO of IBM. (IBM, 2013)
In the year 2000, there was a decline in customer demand and the extinction of the dot-coms. The year 2000 is seen as a year when the true meaning and importance of e-business was revealed. In the year 2001, the need to focus more on B2B was a major prerequisite to succeed in the e-commerce industry,
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One of the most important developments in recent times is the provision of products and services to customer more efficiently via information technology. The internet, mobile phones and Wi-Fi technology are major area that has enhanced and capable of providing the customer with viable service. With the enormous advancement of mobile technology, it is therefore pertinent to adopt mobile technology enabling service as it has become very important in CRM. The government also is now aware of how use of mobile technology can play a vital role in the development and maintenance of its economy, generating high level of taxes, thus embracing it.
The major driving force of IBM is CRM, which is divided into sections;
1.1 FORCE1: PROVIDING EFFICIENT AND EFFECTIVE CUSTOMER SERVICE The need for more customer satisfaction, enhancing a good relationship with customers is a major force driving the e-commerce industry. IBM constantly engages in researching (B2B) on how to provide the customer with better service or technology. Customers expect the supplier to offer those services that will enable them communicate more efficiently and with ease, this is because the customer apparently wants a more convenient way of doing business. Businesses may lose their customers if they don’t meet the

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