Meeting Customer Expectations Vital to Business Success, HP Study Shows

A recent Hewlett-Packard Co. sponsored study of 560 senior business and technology executives at medium-sized and large companies worldwide, conducted by U.K.-based researcher Coleman Parkes Research Ltd., revealed that 86 percent of respondents believe that rapidly adapting the enterprise to meet changes in customer expectations is a key determining factor in a company's success.

How does an enterprise go about instantly meeting customer expectations? In a word, embed technology into every corner, nook, cranny and crevice possible, figuratively speaking, of course.

The vendor commissioned Coleman Parkes' work as part of its new Instant-On vision of the enterprise, in which organization, including businesses and government agencies, embed technology into every process and activity to better, and more rapidly, meet customers' needs.

Mobile and cloud computing have prompted customers to "expect responses in seconds and instants instead of weeks and days," HP said. The vendor offered that its research reveals IT's shifting role within organizations to "one and the same" with the enterprise.

Accordingly, Coleman Parkes' data showed that 78 percent of the study's participants believe that technology is central to business and government innovation, and 85 percent said that to be successful, companies must embed technology in the business or government service.

The main obstacle? Old applications are getting older, making modernization the enterprise's top priority for 2011, followed by infrastructure transformation, information optimization, security and cloud computing.

Thomas Hogan, HP executive vice president, Enterprise Sales, Marketing and Strategy, said that organizations must fundamentally alter how they operate to respond to the new enterprise drivers and motivators.

"Working with clients, we can embed technology to deliver innovation at every point in the enterprise that matters, from mobile devices to global data centers," Hogan said.

Hogan elaborates on the concept in this video.



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