The Relationship Between Business Technology and Customer Experience

Business Relationship

Business Technology Management is a rapidly evolving academic field and professional field in Business Administration that seek to improve business productivity by streamlining systems, procedures, and policies in an effort to achieve organizational goals. This branch is concerned with the application of business technology in the large scale business environment. The current theory of the management of business technology is that it should be able to support business operations in terms of improving efficiency, quality, and competition level. These operations may be internal or external to the organization. The organizational goals of Business Technology Management include increasing productivity, reducing costs, and maintaining competitive advantage through the use of new technology.

The emerging need for an effective business technology management practices has led to the development of various theories and models. The field of Business Technology Management is based on four different models – Digital Information Management, Information Technology Infrastructure, Information Technology Services, and Web-based Applications. Each model addresses a different aspect of business technology and management. It is vital that a business understands and adopts the right business technology infrastructure depending on its nature and the business functions. There are four important areas in business technology management, namely Information Technology Infrastructure, Information Technology Services, Web-based Applications, and Customer Application Development.

Business Technology Infrastructure focuses on information technology management of an enterprise’s internal information technology system. Internal information technology systems may include network, server, desktop, laptop, video, and digital media, all of which are interconnected to one another. The purpose of this model is to provide information technology services such as email, intranet access, intranet content, Internet connectivity, voice mail, data analysis, and network intrusion detection and protection, computer network security, network management, and information technology application development to internal business systems. This enables users to connect to external information technology systems either through network connections or through intranet. In addition, it also provides support for various business applications.

Information Technology Infrastructure is an important theory that focuses on information technology infrastructure, including e-business applications. This model is implemented in the businesses to facilitate business development through information technology. It facilitates the development of business technology by providing the information technology system, technical support infrastructure, and supporting technologies. This enables business enterprises to adopt information technology and employ the same to achieve their goals.

On the other hand, Business Process Management (BPM) is a methodology, which helps in the automation of business processes, which ultimately improves the speed of doing business. BPM basically aims at removing business-related tasks from employees while automating business process activities such as financial transactions, customer service, quality control, and other core business procedures. This also reduces overhead and increases productivity. By adopting BPM, businesses can save considerable amount of money. However, many business process managers (BPM) believe that there are limitations to business process management.

On the other hand, business technology and customer experience go hand in hand. One of the major benefits of using the former is that it enhances the reliability and quality of a product or service offered. On the other hand, the latter provides a way of transforming a customer’s experience into something that the client would like to have. A good customer experience will make or break a business.