Serving Your Customer-Obsessed Employees

In the age of the customer, every employee has a responsibility to win, serve, and retain customers, directly, indirectly, or, in the case of customer-obsessed employees, both. As the head of the technology management organization, it's your job to understand the needs of your company's customer-facing employees and make sure they have all the necessary technology and support. Sadly, today, employees aren't getting what they need. Instead, most firms face a customer engagement technology gap: They don't enable employees to use mobile devices, collaboration tools, or voice-of-the-customer systems, for example, to meet customers' needs. What's worse, they concentrate technology investments on employees who don't interact directly with customers. This report is Forrester's first look at the technology that employees use to win, serve, and retain customers; it will help you identify the gaps and find opportunities to make customer-facing employees more successful.