Vision Report

eBusiness Professionals: Plan Your Customer Intelligence Strategy Now

How To Develop A Focused Customer-Centric Approach

November 16th, 2009
BW
Brian Walker

Summary

The importance of eBusiness professionals to the customer intelligence (CI) effort is clear. As owners of the online profit and loss (P&L), they must align with the CI command center to drive a true multichannel, multipronged approach, which Dave Frankland outlines in his report, "The Intelligent Approach To Customer Intelligence." The eBusiness leader will therefore need to grapple with the cultural, technological, and organizational changes brought on by the maturing CI organization, as it will catalyze eBusiness success.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.