eBusiness Must Become Customer-Obsessed

As eBusiness and channel strategy professionals know all too well, empowered consumers disrupt business models across every industry. Success in the age of the customer requires companies to go beyond customer centricity and become customer-obsessed. For eBusiness and channel strategy professionals, this means embracing the principles of agile commerce — optimizing people, processes, and technology to serve customers across all touchpoints. Specifically, eBusiness and channel strategy professionals must shift from customer acquisition to retention, from siloed channels to touchpoints, and from reactive to actionable use of customer data.