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Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers' expectations; and 3) incorrectly measure the program's impact on the total business. This report outlines how to use Forrester's Total Economic Impact™ (TEI) methodology to develop successful omnichannel business plans. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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