Based on your reading of Chapter 1 of the text including the “Unit One Opening Case” entitled Apple – Merging Technology, Business, and Entertainment, explain how Apple achieved business success through the use of information and people in the context of the social business value of IT. Be sure to incorporate your personal experience and any learning regarding virtual team success for both internal members and external partners as they engage the customer throughout the Customer Experience Management lifecycle.
Social business value is derived through activities that include activities that use social media, social software and technology-based social networks to enable the create connections between individuals, information and assets (Kane, Palmer, Philips, Kiron, Buckley, 2014). IT can help facilitate social connections between a business and its customers through the use of both physical hardware and software. Both technologies, through management information systems, are used in tandem to not only transfer valuable data between businesses and customers but also to capture and analyze these data points to help generate meaningful business insights.
In the case of Apples, they were able to leverage their management information systems to create valuable social connects with their customers (both consumers and developers) to ensure that their customers are involved in the product and application development process, drive customer satisfaction, and loyalty (Baltzan, 2015). This ability to create and maintain these social connections has helped Apple drives valuable business insight that in turn has helped them become an innovator and market leader.
Baltzan, P.(2015). Business Driven Technology (6th ed.). New York, NY: McGraw-Hill Education.