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For CIOs

CIOs Must Become Customer-Obsessed

Competitive Strategy In The Age Of The Customer

June 22, 2011

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Why Read This Report

The empowered customer is driving new models of business success that are rapidly redefining the CIO's investment agenda in successful firms — the inauguration of what Forrester calls the age of the customer. These customers use Net-based businesses and communities — like E-Trade,, Twitter, and Facebook — to disrupt the more traditional business models that have locked out competitors based on manufacturing capacity, retail locations, or market share. Companies are succeeding in the age of the customer by becoming customer-obsessed — investing in four areas: 1) real-time customer intelligence; 2) customer experience and customer service; 3) sales channels that deliver customer intelligence; and 4) useful content and interactive marketing.

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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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