However, deploying these point solutions can quickly become too complex and expensive for SMBs as they typically lack the resources and budgets of larger enterprises. In an attempt to enhance their customer engagement, many SMBs have tried to stitch together an inefficient, patchwork of point solutions, many of which were designed for larger enterprises. For many SMBs, the core infrastructure underlying their customer communications is an outdated telephone system and manual data entry processes. As a result, SMBâs customer communications and engagement needs have historically been underserved. Providers of legacy technology solutions for business have effectively ignored SMBs and instead have focused on larger organizations.
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