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For eBusiness & Channel Strategy Professionals

2011 Will Challenge The Status Quo Of eBusiness Online Customer Service

An Empowered Report

January 13, 2011

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Why Read This Report

Consumers want to engage across a range of touchpoints from websites to mobile devices to tablets. They will expect firms to know who they are, what they have purchased, the nature of their interactions with you, and how much value they represent to businesses. They will expect firms to offer contextual service across a range of touchpoints and technologies. And they will expect empowered customer service support. As consumers' expectations increase and emerging mobile and social strategies continue to challenge established ownership frameworks, Forrester predicts 2011 to bring some key shifts in how eBusiness executives think about and organize for online customer service.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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