It is the most ambitious option yet also the greatest in terms of retaining and gaining customers over time. It would literally include integrating supply chain, pricing, manufacturing, logistics, field service and customer service all together into an enterprise platform. In effect a Service oriented Architecture (SOA) with integration to Cloud Computing services and platforms (Birch, 37) would need to be completed. This would also rely on real-time data from manufacturing and distribution through RFID systems integration which would in effect many the entire company customer-centric and demand-driven (Wang, Chen, Xie, 2512, 2513).
Recommendation
Clearly the option of doing nothing is not acceptable as Web 2.0 technologies, the catalyst behind social networks, combined with Web Services and streamlined XML messaging, are revolutionizing the use of mobile computing platforms. To do nothing is invite customer churn given how quickly customer preferences are changing for using mobile computing channels to communicate with,...
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