Die Unternehmen sehen insbesondere Nachholbedarf bei der Fähigkeit, das Verhalten ihrer Kunden zu verstehen und entsprechende Erkenntnisse gewinnbringend zu verarbeiten. Für die Umfrage "The Era of Intimate Customer Decisioning is at Hand" befragte Forrester 266 Entscheider aus Unternehmen mit über einer Milliarde US-Dollar Jahresumsatz.
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