Trends Report

The Customer Obsession Assessment

Benchmark Your Customer Obsession Maturity

November 1st, 2016
Shar VanBoskirk, VP, Principal Analyst
Shar VanBoskirk VP, Principal Analyst
With contributors:
Sharyn Leaver , Gina Fleming , Carlton Doty , Rachel Birrell , Anna Berman

Summary

C-suite executives know that customer obsession will fundamentally reset day-to-day operations. But where do you begin? In this report, we harness the results of a survey of 1,024 global executives and present Forrester's Customer Obsession Assessment (COA). This self-evaluation tool identifies your company's operational strengths and weaknesses and allows you to benchmark yourself against peers. This report also outlines the next steps on your journey toward customer obsession regardless of your current starting point.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.