Report

Empower Customers By Transforming Business Processes

A Roundtable Discussion With Forrester Analysts
August 4th, 2011
With Contributors:
Mike Gilpin
Paul Hagen
Emily Fowler-Cornfeld
Rob Karel
and Derek Miers

Summary

Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer service. Instead of hunkering down and wishing this trend w

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