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For Application Development & Delivery Professionals

Evolving Your Architecture For Groundswell Customer Service

An Empowered Report: A Customer Service Example Of Responsive Architecture

January 13, 2011

By Randy Heffner with Jeff Scott, Alex Cullen, Mike Gualtieri, Ted Schadler, Lauren Blackburn

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Why Read This Report

Forrester's recent book, Empowered, describes the type of technology-based innovation by frontline employees that can cause nightmares for enterprise architects. However, rather than attempting to ignore or shut down such innovation, architects should assess the reality of the business pressures behind it and craft their architectures to work with these pressures. Using the context of Empowered's notion of groundswell customer service, Forrester illustrates a practical approach for evolving your architecture strategy to enable and channel frontline innovation.
Tags: Business Architecture, Customer Relationship Management (CRM), Customer Service & Support, Enterprise Architecture Domains, Enterprise Architecture Strategy and Process, Information Management, Information Workplace, Packaged Applications
US $ 499
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TABLE OF CONTENTS

  • Your Architecture Must Be Open And Responsive
  • Build On
  • Use An Illustrated Example As A Pattern For Evolving Your Architecture
  • Build On Forrester's Illustrated Example

  • RECOMMENDATIONS

    Build Bridges, Not Roadblocks, With Your Architecture
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