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Around the world business executives all believe that the number one business issue within their organization is the customer relationship. And these same executives will tell you that they value innovations and support process improvements that enhance the customer experience.
However, a recent study commissioned by Microsoft and conducted by Forrester Consulting suggests than many executives are saying one thing but actually doing something else as it pertains to investments in IT and the human capital experience to enhance customer’s interactions with their organizations.
In the survey, 55% of the respondents said that the top business issue was customer relationships. However, this same group indicated that only 32% believe that, customer relationships were a top priority for IT spending within their company.
How does this match up with your own organization?
Have you laid the groundwork to take your organization forward only to pull back on the reins at the critical moment of project approval and selection?