Trends Report

Building The Business Case For Omnichannel Commerce

Business Case: The Omnichannel Commerce Playbook

August 6th, 2021
With contributors:
Fiona Swerdlow , Taylor Hansen

Summary

Digital business professionals must build effective business cases for omnichannel capabilities 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.

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