Susan Roberts, a revenue marketing leader at Veolia Water Technologies, faced a critical challenge: Potential and existing customers visiting the company website were met with slow response times, often hindering their engagement or purchasing decisions. Determined to improve these customer experiences and drive demand, Roberts turned to Forrester for guidance.
“Forrester helped me a lot with winning the minds and the hearts,” Roberts says, “by making the strategic business case but then bringing in some of the customer pain and having empathy for the customer.”
Equipped with this guidance and Forrester frameworks including the Demand Waterfall®, Roberts spearheaded a digital transformation that not only enhanced operational efficiency but also repositioned Veolia as a trusted advisor to its customers. This approach yielded impressive results, including securing a $10 million deal after three years of building trust and responsiveness.
