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For Application Development & Delivery Professionals

Customer-Activated Communication And Collaboration Will Support The BT Agenda

A New Class Of Applications Emerges That Will Transform Core Processes

March 2, 2015


Why Read This Report

Listening and responding to the voice of the customer (VoC) is rapidly becoming an imperative. Marketing often gets the listening ball rolling, but real transformation integrates systems to capture VoC data with systems to distribute data to decision-makers. The customer-activated enterprise (CAE) is one that allows every employee to leverage the voice of the customer in every decision, every day. Application development and delivery (AD&D) professionals need to lead this transformation in three key ways: 1) Align colleagues, starting with marketing, that are currently in investing in technology to ensure common business objectives are met, 2) Provision technology that embeds crucial integration standards to minimize operational complexity and maximize fidelity of VoC insights, and 3) Drive a business technology (BT) agenda that transforms critical parts of the organization to fully utilize new information sources from customers and new communication channels with customers. This report shows how leading companies are redesigning core processes like product development and fulfillment to align with customer demands.

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Table of Contents

  • Employees Really Want To Engage Customers
  • Organizations Are Not Prepared To Fully Serve Customers
  • More And Better Information Will Drive Breakthrough Results
  • A New Class Of Applications Will Emerge To Exploit The Opportunity
  • This Will Not Be A Sea Change From Your Current Application Portfolio

  • AD&D Pros Need To Guide The Way To The Customer-Activated Enterprise
  • Supplemental Material
  • Related Research Documents

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