Role Connections Report

Building A Customer-Obsessed IAM Team

June 3rd, 2020
Sean Ryan, null
Sean Ryan
With contributors:
Merritt Maxim , Elsa Pikulik


Customer Identity and Access Management programs aid in improving the firm’s confidentiality, integrity, and empathy in its security and IAM processes. Effective IAM teams require a diverse and multifunctional team and collaboration. This report provides job descriptions and an overview of the skills required to manage CIAM effectively, details hiring best practices, and the typical organizational ownership of CIAM and how it plays with other technology management and business teams.

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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.