Model Overview Report

Structure: Don't Hinder Effective Business Execution With Rigid Reporting Lines

Power Your Firm’s Customer Obsession — Evolve From Functional To High-Performing Structures

May 12th, 2020
With contributors:


As firms become more customer-obsessed, the tech exec mandate is becoming richer and more complex — customer-led, insights-driven, fast, and connected. Succeeding in this ever-changing environment requires tech execs to deliver a high-performing IT operating model that evolves with business needs. Tech execs who adhere to a stagnant model will struggle. Instead, they should design reporting lines that can adapt to match changing business needs. This report shows tech execs how to overcome one of the biggest issues facing the structure of an operating model: misaligned and unresponsive reporting lines.

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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.