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Forrester Consulting Report: Empowered Customers Drive Collaborative Business Evolution

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Executive Summary

Today's organizations need to adapt quickly in both the how they do business and how they leverage technology, but research shows that many are falling short. Read this groundbreaking new study, conducted by Forrester Consulting on behalf of IBM, to understand how empowered customers are changing the way business is doing business--today and in the future.

Based on a survey of nearly 400 leaders in marketing, e-commerce, IT, customer service and supply chain across the US and UK, this in-depth Forrester report, Empowered Customers Drive Collaborative Business Evolution, demonstrates how to:

  • Adapt to changing customer needs: Find out why it's the number one force driving the need for business evolution.
  • Use behavioral insights to drive strategy: Only 42 percent of companies are focusing on customers to drive business decisions.
  • Meet the needs of mobile customers: Are you delivering mobile-optimized sites? Market leader are.
  • Bridge the disconnect between business and IT: Learn how collaboration can improve agility and customer engagement.

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