Trends Report

Reforming AD&D Organizations For Customer Obsession: The Three Models

December 23rd, 2016
John Rymer, null
John Rymer
With contributors:
Liz Herbert , Christopher Mines , Anjali Yakkundi , Allison Vizgaitis , Andrew Reese


Intense demands for software to win, serve, and retain customers are driving new ways of organizing application development and delivery (AD&D) groups. Pure shared-services models emphasizing high labor utilization are out, and new models emphasizing speedy delivery are in. Read this report, part of the application development strategy, structure, and sourcing playbook, to learn the three new models emerging for organizing enterprise AD&D groups in the age of the customer. This is an update of a previously published report; Forrester reviews it periodically for continued accuracy and relevance.

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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.