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Posted by Carrie Johnson on August 28, 2012
Today Forrester released its new book Outside In: The Power of Putting Customers at the Center of Your Business. At the crux of the book is a powerful message for all firms and in particular for eBusiness professionals: We are in the age of the customer. The only way to create sustainable competitive advantage is by being customer obsessed. In the book authors Harley Manning and Kerry Bodine outline how companies can save billions, gain loyalty, and profit from customer experience excellence.
The message and methodologies in the book are essential for eBusiness professionals, who orchestrate the digital experience across touchpoints for customers in many firms. We're seeing eBusiness professionals putting customers at the center of their businesses by shifting from outdated strategies to agile commerce principles. eBusiness professionals are turning agile commerce into a reality by:
eBusiness professionals are taking their role as orchestrator of digital touchpoints seriously. There's so much work to do still across organizations and I encourage you to read Outside In to learn how firms are putting customers first across many industries and the results of their efforts. And as always, we'd love to hear examples of agile commerce and customer obsession in eBusiness that you come across.
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