Trends Report

Put The Customer At The Center Of Your Business Applications Portfolio

June 26th, 2015
With contributors:
Christopher Andrews , Joseph Miller


Mature enterprise applications portfolios are well adapted to vertically integrated enterprises with highly trained dedicated users. But the age of the customer means that enterprises need to collaborate more effectively with customers, suppliers, employees, and partners accustomed to consumer applications that are "Apple easy" and "Google fast." If your organization increasingly relies upon services, intellectual property, content delivery, or consumer interaction, you should retool your business applications portfolio from an internal operational focus to one that is more externally focused on customers and responsive to new business paradigms. This report will help application development and delivery (AD&D) professionals assess the readiness of their applications portfolio from a business technology (BT) perspective, and evolve an applications portfolio that delivers compelling and differentiating customer experiences to accelerate growth and increase shareholder value. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new ideas and data.

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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.