Trends Report

Chart Your Course To Customer Obsession

November 1st, 2016
With contributors:
Sharyn Leaver , Gina Fleming , Rachel Birrell , Anna Berman

Summary

Customer obsession requires harnessing every employee, every customer data point, and every policy in the organization. Eventually, companies will have to assess and address six key operational levers — technology, structure, culture, talent, metrics, and processes — derived from the four principles of customer obsession: customer-led, insights-drive, fast, and connected. In this report, we reveal the results of a survey of 1,024 executives in three countries that helps companies identify how and when to increase customer obsession.

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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.