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For eBusiness & Channel Strategy Professionals

The eBusiness Professional's Blueprint For Strategy In The Age Of The Customer

Four Imperatives To Establish New Competitive Advantage

September 12, 2014


Why Read This Report

Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine customer engagement. This redefinition takes many forms in both consumer and business-to-business markets. For example, Rolls-Royce digitized its products to redefine customer value, while Macy's and USAA have transformed their marketing and product strategies to center around customers. These companies are customer-obsessed; in the age of the customer, you must be, too. CMOs, CIOs, and eBusiness professionals must work together to create this companywide-transformation. Here's a four-part blueprint on how to do it: 1) Transform the customer experience with a systematic, measurable approach; 2) accelerate your digital business future for greater agility and customer value; 3) embrace the mobile mind shift to serve customers in their moments of need; 4) turn big data into business insights to continuously improve your efforts; All of this is possible only if you shift your technology management investments toward business technology that wins, serves, and retains customers.

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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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Table of Contents

  • Put Customer Obsession At The Center Of Your Corporate Strategy
  • A Blueprint For Strategy In The Age Of The Customer
  • A Business Technology Agenda Will Sustain New Competitive Advantage

  • The Age Of The Customer Thrusts Ebusiness Into The Spotlight
  • Supplemental Material
  • Related Research Documents