The “business-level strategies” that zoom video communications (Zoom) is pursuing.
One of the strategies that the company is pursuing is customer centeredness to ensure that they meet the needs of the clients in the best way possible. The other business-level strategy that the company is pursuing is the provision of high-quality services that will meet the needs of the clients. In a nutshell, the company tends to use the quality of the services that they provide to meet the needs of the clients and to make sure that they increase the amount of revenue that they make.
The challenges that Zoom face in establishing itself as an outstanding video communication service and the challenges that it is facing currently
One of the main challenges that zoom has had to face is maintaining the privacy of the users. Zoom has also been faced with security challenges that come from people hijacking conversations and affecting the clients negatively. Zoom has also had to deal with data leakages where users share some links that they use to steal information. The company has also faced the challenges of making sure that they provide superb quality to the clients.
Factors that contributed to the success of Zoom as a company
One of the essential things that contributed to the success of Zoom as a company was the fact that it is customer-driven. The company was able to increase the number of engineers that were working with to ensure that they make the best software that will serve the clients in the best way possible. The desire of the company to meet the needs of the clients in the market attracted more clients to the company hence increasing the sales. Being client-centred enabled the leadership of the company to invest in research that in turn, improves the services that they offer to the clients. The company has also been able to meet the needs of the company by listening to their suggestions and include them in the products and services that they provide to the clients in the market. The employees in the company get the information that they need by conducting surveys with regards to the needs of the clients.
The other factor that contributed to the success of Zoom as a company was the fact that Zoom created a marketable product because they made what people need in society. The company aimed at providing video communication services that are needed by companies and organization in the present world. Zoom made it possible for people to meet virtually and make important decisions. The company had provided a very important tool that has been used during the COVID-19 pandemic when many office places were closed as a way of reducing the rate of infection in society (Wiederhold, 2020).
The other factor that has led to Zoom’s success is the COVID-19 pandemic that increased the demand for the video conferencing services in the society. The fact that most people were required to work from home meant that they require a communication platform that would keep them connected with their co-workers. Some tasks require constant communication and Zoom made it possible for people to stay in constant communication even though they are away from each other. The COVID-19 has forced many graduates to attend their graduation ceremonies virtually, and Zoom has made it possible (Wiederhold, 2020).
Its strengths and weaknesses compared to the Zoom’s customers.
The fact that the company is client-centred is a strength that makes the company attract more clients because the latter tend to work with the companies that meet their needs. Being customer-centric has enabled Zoom to gain customer loyalty that assures them of sales and revenue; hence it is something that is supposed to be considered. The weaknesses of being customer-centric are that Zoom has to change some of their original plans as a way of making sure that they meet the needs of the clients and to make sure that they do not lose their support.
The fact that Zoom has created a product that is required by the clients gives them a more manageable task when it comes to marketing the services that they are providing. Customers that need service will not be convinced in order to purchase it. Zoom has, therefore been able to attract the clients simply because they have been able to make products that are required by the clients in the market. There are no weaknesses in providing a product or a service that is required in the market. The fact that they have a product that meets the needs of the clients has made the company be very relevant during the COVID-19 lockdown that has been imposed in various companies.
Strategies that Zoom should adopt to sustain its current success.
Zoom can apply various strategies to sustain its success as a company. First of all, the leaders and the employees of the company are supposed to be creative, and they should always research on the evolving the needs of the customers so that they can provide relevant services. The other strategy that the company can use is by employing the top talent in the job market. Having the best talent allows the company to serve the clients in the best way possible, which will lead to client satisfaction. The clients are likely to be loyal to a company that meets their needs in the best way possible. With the best talent, Zoom will be able to provide new innovative technologies that will solve various problems that the clients face in life. Zoom may also maintain its success through operational efficiencies. Operational efficiencies will enable the company to provide high-quality services at a lower cost which will enable them to have more clients hence increasing the revenue and subsequently increase the profit that they make. Most importantly, the company needs great leadership that will enable them to have a vision that will take the company to the next level. The company should also look for chances to grow and expand hence increasing the chances for success (Ulaga, 2018).
Ulaga, W. (2018). The journey towards customer centricity and service growth in B2B: a commentary and research directions. AMS Review, 8(1-2), 80-83.
Wiederhold, B. K. (2020). Connecting Through Technology During the Coronavirus Disease 2019 Pandemic: Avoiding “Zoom Fatigue”.
Case study provided