customer obsession
Customer obsession means putting the customer at the center of your leadership, strategy, and operations. Discover how to infuse customer obsession into your organization with insights from Forrester.
Learn more about how customer obsession can benefit your firm in this complimentary podcast.
Insights
Webinar
Spark An Innovation Culture With Design Thinking
Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
Blog
How B2B Marketing, Sales, And Product Can Align To Drive Growth In 2024
Planning season is the perfect time for B2B revenue engine leaders to address common challenges, share functional insights and competencies, and build a customer-obsessed growth strategy.
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
Growth Strategy In Action: Apple Plants New Seeds
Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy. […]
Blog
Frontline Marketing “Innovation Coalition” Key To Generative AI Success For B2B Marketers
Frontline B2B marketing functions such as demand and ABM may be more intensely impacted than others by generative AI. Learn how these teams can take charge.
Webinar
Planning Guides 2024: B2B Marketing Leaders
Learn how you can put Forrester’s 2024 annual planning research to align your B2B marketing planning for success.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Customer Obsession Builds In Europe
Customer obsession — putting customers at the center of leadership, strategy and operations — is critical to business success. Customer-obsessed companies increase revenue, profitability, customer retention, and employee engagement faster than other firms. The translation of customer obsession into other languages can sometimes cause confusion. According to the Oxford English Dictionary, an obsession is an […]
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
CX APAC 2023 Highlights: Taking A Bold Stance
Forrester’s CX APAC 2023 was an incredibly successful event, sharing vast industry knowledge and experience across two days of keynotes, track sessions, and case studies. We want to thank everyone involved in making the event such a success, in particular our amazing lineup of industry speakers without whom this event wouldn’t have been possible. In […]
Blog
Successful Shared CX Needs New Partnership Dynamics
To succeed brands and retailers need to re-think their partnership dynamics to focus on their shared responsibility for customer experiences.
Blog
Considering Scaling Back Customer Obsession? Bad Move.
Stopping investment in customer obsession will cost you — in terms of customer goodwill, waste, data loss, and employee theft. Get a snapshot of the findings from our new report.
Blog
Starting The Conversation: Plan Right For Acute Care At-Home Programs
With acute home care adoption slowly ticking up, challenges are building. Not the least of these: The model hinges on a coordinated delivery of a complex set of services and uncertain reimbursement under a current waiver that’s up for redetermination in 18 months. Here are three key things that you should do now to plan for a successful acute care at-home program.
Blog
Introducing The Financial Services CRM Landscape, Q2 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
How Should CMOs Invest To Fuel Customer-Obsessed Growth?
Download our 2024 Planning Guide for B2B Marketing Leaders to see where to invest, divest, and experiment with funding your growth agenda.
Podcast
The CIO’s Role In The Growth Agenda
As business becomes more technology-driven, the role of technology leaders is changing, as well. In this episode, VP, Senior Research Director Fred Giron and VP, Principal Analyst Ted Schadler discuss new research defining the CIO’s role in powering growth.
Blog
Six Ways That B2B CMOs Can Make Customer Obsession Real
It’s easy to buy into the idea of customer obsession — but putting it in action is hard, continuous work. Explore these concrete ways to bring customer obsession to life.
Blog
Five Questions To Ask Before Committing To One-To-One Account-Based Marketing
With the convergence of demand and account-based marketing (ABM) accelerating and the two disciplines becoming increasingly indistinguishable, many ABM practitioners are wondering whether there will still be a home for “classic” one-to-one ABM. Despite years of success with one-to-one ABM as a practitioner and guiding clients to similar results, I will confess to frequently advising […]
Blog
Three Key Actions Help B2B Marketers Synchronize Buying Signals To Put The Customer First
By focusing on signals that illuminate customer preferences, perceptions, motivations, and influences, marketers can create more meaningful experiences and develop a more accurate assessment of value realization and propensity to buy.
Blog
Congrats, You’ve Launched Your Product … Now What?
Product managers must keep an eye on the long-term prize for their offerings. Learn how — and dive deeper at Forrester's B2B Summit North America.
Steer Your CX Budget With Our 2024 Benchmark Data
Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Introducing The APAC Financial Services Customer Trust Index, 2022
Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service. Customers want to feel confident that their investment managers, banks, and insurers are reliable and trustworthy. They also expect genuine […]
Blog
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Blog
Four Ways Innovation Networks Drive Real Business Benefits
One of the key components of a future fit technology strategy is finding new ways of tapping into partners’ innovation capabilities. Learn how innovation networks can help.
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