Watch Erica Driver from Forrester discuss study results
Erica Driver from Forrester Consulting reviews the study
Series of short video clips

Download the full Forrester study
And find out why more companies don't make customer relationships their top IT spending priority.

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Managers Value Customer Service and Relationships
Commissioned Study Conducted by Forrester Consulting on Behalf of Microsoft

May 8, 2007
Forrester Consulting presented hundreds of business managers with a list of business goals and asked them to prioritize them in order to learn whether those goals are supported with investments in technology and people. In this series of short videos, Forrester Consulting analyst Erica Driver reveals how highly those managers value customer relationships, and how surprisingly few of their companies are outsourcing customer service and support.
View a video clip:
Customer Relationships and your Bottom Line

Erica Driver from Forrester Consulting discusses customer relationships as a strategic priority.

According to a recent Forrester Consulting study, there's a huge gap between how business managers rate customer relationships, and how much they're willing to spend to support them. This article asks the questions:

  • If customer relationships are so important, why don't more companies make them their top IT spending priority?

  • Why don't more managers see the connection between investing in human capital and strengthening customer relationships?

  • Why is innovation perceived largely as a cost-reduction tactic, rather than a key strategic priority?

To find out more about why a pervasive bottom-line orientation is preventing managers from aligning strategic spending with strategic priorities—and what your company can do to avoid that trap—read the full article.

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