Gartner Research

Key Issues for Customer-Centric Web Strategies, 2010

Published: 08 July 2010

ID: G00205093

Analyst(s): Bill Gassman , Michael Maoz , Ray Valdes , Mick MacComascaigh , Gene Phifer

Summary

Globally, your customers are developing a clear preference for Web-based (inclusive of mobile Web) interactions over other channels. Yet, the inconsistencies with other channels continue to frustrate customers. A holistic view of business processes on the Web is crucial for customer centricity.

Table Of Contents
  • Scope
  • Key Issue: How will enterprises align their customer-centric Web strategy with their overall enterprisewide customer strategy, including the business architecture and social (or customer) collaboration?
    • Background and Context of the Key Issue
    • Explanation of Impact
    • Summary of Planned Research
    • Summary of Relevant Published Research
    • Related Key Initiative
  • Key Issue: How should organizations best integrate information and processes across online and offline channels?
    • Background and Context of the Key Issue
    • Explanation of Impact
    • Summary of Planned Research
    • Summary of Relevant Published Research
    • Related Key Initiative
  • Key Issue: What information sources and technologies will be needed to understand, and respond to, the context and behavior of customers online?
    • Background and Context of the Key Issue
    • Explanation of Impact
    • Summary of Planned Research
    • Summary of Relevant Published Research
    • Related Key Initiative
  • Key Issue: What principles, methodologies and best practices can organizations use in designing effective user experiences?
    • Background and Context of the Key Issue
    • Explanation of Impact
    • Summary of Planned Research
    • Summary of Relevant Published Research
    • Related Key Initiative
  • Key Issue: How will organizations avoid fragmented process, application and technology choices for social networking, communities and social engagement?
    • Background and Context of the Key Issue
    • Explanation of Impact
    • Summary of Planned Research
    • Summary of Relevant Published Research
    • Related Key Initiative

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