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Event Overview

You can get funding for Web customer experience projects — even in a recession.

Winning business cases start by showing the ROI of a better customer experience. Next they craft a persuasive, multilayered argument that appeals to budget decision-makers on three levels: 1) authority: why they should believe you; 2) logic: the rational justification for investing; and 3) emotion: the "gut feel" factor.

In this interactive one-day Workshop, Forrester analysts teach you how to quantify the ROI of a better customer experience in dollars and cents terms, then create a compelling business case that builds on your solid financial model.

Build Your Business Case. Learn about the challenges of funding a great customer experience and what makes a winning business case. Get hands-on experience creating business cases with both a quantitative ROI analysis and important qualitative factors that often tip the scales in favor of customer experience projects. Attendees create their own ROI models and get feedback from peers on how to make their arguments as persuasive as possible.

Standardized ROI model templates. Learn to identify the ways in which a better online experience impacts revenue and cost. Go through a series of exercises to evaluate "what-if" scenarios using a proven model of customer experience ROI.

This Workshop is designed for directors or VPs of marketing, communications, eCommerce, or site design managers — any Customer Experience professional who needs to make the business case for improving the experience their firm delivers.

Why Attend?

• Work closely with Forrester analysts. Attendance is limited to maximize client-analyst interaction.
• Complete hands-on exercises applying the same methodologies that Forrester analysts use for their own research.
• Network with peers facing similar goals and challenges.
• Leave with an action plan, strategy, and tools that will generate new growth for your company.