CIOs must manage business outcomes, like customer retention and advocacy, to meet BT’s resource needs, writes Forrester in new research. As CIOs undertake business technology (BT) agendas to win, serve, and retain customers, they struggle to govern their resources appropriately. The traditional IT approach of locking resources annually to extended initiatives is no match for the increasingly complex, agile, customer-driven needs of BT.

By using fast-cycle governance and continuous delivery, firms can test and discover customers’ needs and the solutions to meet them — linking agile, options-based investments to desired outcomes as opposed to funding specific projects.

Learn more about the research here.