Introduction to WENA Conference for E-Business

In the years to come customers will become more demanding. Global competition will bring enormous customer choice. In order to survive and succeed, organizations especially Small Medium Enterprises (SMEs) will need to offer more and better quality customer service at less cost. A more customized solutions approach that meet every customer needs will be a standard. Customers will assume that the ability to access real-time information on demand as a given. Improved accessibility to customers in the global markets will be the most critical success factor in the future. A distinct differentiation factor that will bring about unprecedented benefits never experienced before.

Currently, most SMEs do not deliver great customer experience on a global basis. Some deliver great services locally but most companies’ customer service is inconsistent. Customers do not feel that they are truly valued and important and access to products and products’ information is usually difficult and insufficient.

Many companies do not have efficient processes and systems that are customer-centric in place. Lack of information on returns to investment of the systems has been a major stumbling block. Many SMEs are also ignorant and unable to use all the information as a major feedstock to fire up their customer service.

WENA is taking the steps to provide the right information and to bring the appropriate practitioners and experts who will share their experiences in successfully adopting the evolving E-business solutions as the crucial enabler.