IDC expects most companies in Asia to be extremely focused on costs this year. Recent surveys done by IDC in this region have shown that almost 80% of companies already have been or expect to be told to cut back on expenses in 2009 – and about half of these companies expect these cutbacks to affect IT or Operations.

Some companies, however, will respond very differently to the economic crisis. Instead of simply cutting back costs, some of the more visionary (or bold) companies will choose to focus more on the revenue generating sides of their business. Others will realize that the only way to keep their businesses afloat in a declining market is to increase their share of wallet of whatever does remain. Still, the cost of business by selling a product to a new customer is many-fold higher than selling to an existing customer, so keeping the churn down should be a key focus area in 2009.

Customer care emerges as not only a key differentiator between companies but is also fast becoming an invaluable tool to capture new markets and new customers.

Fortunately, new technology is transforming the way Customer Care can be provisioned. New ways to apply customer analytics, virtual call centers, multiple modes of communication, Web 2.0 and virtual worlds are changing how companies reach new customer and keep existing customers engaged. IDC refers to these new tools as "Advanced Customer Care and Retention" or ACCR.

• Advanced CRM and Sales Force Management

CRM solutions are not only much more powerful than they were only a few years ago - they also offer much more flexibility in how they are deployed and how they can be used. New web-based platforms are also revolutionizing CRM but also making the link to today's mobile sales forces much more seamless.

• IP Contact Centers and Contact Center Management

Contact Centers have long been a cornerstone of all good customer care. As contact centers are becoming IP-based, they are now transforming themselves into much more flexible customer engagement tools.

• Customer Analytics and Customer Database Management

Customer analytics as well as customer databases have evolved immensely in recent years. New approaches and technologies can now enable companies to target and track their customers in ways that would have seemed impossible only a few years ago.

• Web-based Customer Engagement Tools

Web 2.0 technologies and approaches are revolutionizing the way companies can reach and engage their customers. They not only promise new and better ways of engaging existing customers, but they are also proving essential in reaching younger audiences.

• Tying it all together

The benefits of all these new tools are really only harvested if they're all linked together in the right way. This is not an easy task by any means, but the tools and the know-how are available so that companies can harvest the full potential of ACCR.

• Pharmaceuticals & Chemicals
• Medical & Healthcare
• Banking & Finance
• Insurance and Investment houses
• Energy & Utilities
• Government bodies and Associations
• Travel & Transportation services
• Warehousing & Logistics
• Energy & Utilities
• Engineering
• FMCG
• Services
• Information & Communication Technology
• Telecommunications & Media