Multichannel Needs Strategy, Tactics, And Speed

For the past couple of months, we have been working on identifying best practices for application development and delivery teams executing on multichannel strategy. The related report will get published soon. We found that application development and delivery teams need to be successful in the magic triangle of delivering a multichannel solution: 1) tactically; 2) in a strategic way; and 3) fast.

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Mobile Commerce, There's An App For That

Mobile apps are undoubtedly cool, and executives at leading online retailers have been mandating a presence of their brand in the Apple and Android app stores, but eBusiness professionals must focus on building a cohesive mobile strategy that clearly identifies the case and role for apps within their organizations. Apps are great ways to engage with your customers, but will they deliver incremental revenue above and beyond what the mobile Web is already doing? In her recent mobile commerce forecast, Sucharita Mulpuru explains that mobile commerce is set to transform retail, despite only accounting for 2% of online web sales today. In my new report The State Of Mobile Commerce Apps, I peel back the covers on the hype and take a serious look at why, when, and how eBusiness professionals should approach their mobile app strategy. Some of the issues I explore include:

  • The mobile web versus app debate. The debate is irrelevant, consumers are using both in equal measures; however, developing an app for apps' sake is missing the point and will only disappoint your customers. eBusiness professionals must develop unique app experiences that deliver multichannel innovations and raise the engagement of the consumer with your brand.
  • Keeping up with the explosion of consumer touchpoints. Having an iPhone app was the priority back in 2010, but in 2011 many eBusinesses are adding Android, iPad, and Windows Phone 7 apps. The opportunity for apps also extends beyond the consumer. Retailers are investing in apps for store associates empowered with mobile devices, in-store kiosks, and interactive TV.
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Register For Forrester’s Upcoming Jam Session “Application Delivery’s Role In Customer And Business Empowerment”

Please join us on Monday, June 13, at 11.00 a.m. EDT for part one of our Customer Empowerment Jam Sessions, "Application Delivery’s Role In Customer And Business Empowerment."

To succeed in today’s turbulent business environment, enterprises must drive deeper customer engagement - connecting empowered customers to the valuable services they want, across multiple touchpoints. This crucial shift to an outside-in focus, however, brings new demands and challenges to the application development & delivery organization.

During our upcoming Teleconference, we’ll discuss:

  • How application delivery should partner with marketing to drive deeper customer engagement through the entire life cycle, across multiple touchpoints.
  • Best practices for application development to design and deliver improved customer experiences.
  • How to reconcile the need for stronger design with agile processes and continuous delivery.
  • How to optimize your mobile application strategy to serve empowered customers.
  • How to exploit emerging application platforms, including cloud, to empower customers and the business to enable rapid change.
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