Understanding your customers is not just a marketing strategy—it's a business imperative. For SMEs in Argentina, tapping into customer feedback can significantly improve how IT investments are planned, prioritized, and executed.
Customer feedback highlights real pain points. Whether it's difficulty navigating a platform or delayed service, feedback allows businesses to adapt faster and smarter. In 2018, this became even more critical as digital channels expanded across Latin America.
SMEs often plan IT changes based on internal assumptions. While necessary, this inside-out view should be balanced by insights gathered from clients. Examples include:
Even without large CRM platforms, SMEs can gather meaningful feedback through:
Collecting feedback is just the first step. Turning that data into actionable IT planning requires process discipline. Create a recurring meeting where feedback is reviewed and matched against the IT roadmap. This reinforces a customer-first mindset.
Feedback alone isn't enough. It must be evaluated against business objectives. Will a requested change support scalability? Will it reduce support costs or improve customer retention? These lenses help prioritise IT improvements with impact.
Eduardo Wnorowski is a Technologist and Director at Virtus Group.
With over 23 years of experience in IT and consulting, he brings deep expertise in networking, security, infrastructure, and transformation.
Eduardo helps Argentina businesses navigate change with clarity, security, and trust.
🔗 Connect on LinkedIn