Advance Your Customer Analytics Maturity

January 20th, 2022

With contributors:

Srividya Sridharan , Aldila Yunus , Jeremy Vale , Jen Barton

Summary

Customer insights (CI) pros looking to stand up or advance their enterprise customer analytics functions face many challenges. Disparate data, a lack of stakeholder support for analytics, and broken processes are just a few. Where does one begin? Advancing your customer analytics approach requires improving how you tackle strategy, structure, data, analytics, process, and technology. Starting with your current maturity level, identify your priorities and use this roadmap to determine a timeline for next steps and key investments. In this report, Forrester has devised a strategic roadmap to help CI pros accelerate their customer analytics journey.

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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.