Best Practice Report

Customer-Obsessed Organizational Structures

The Right Structure Enables Success

September 7th, 2016
Marc Cecere, null
Marc Cecere
With contributors:
Sharyn Leaver , Shar VanBoskirk , Joana de Quintanilha , Michelle Moorehead , Rachael Klehm , Andrew Reese

Summary

In the age of the customer, successful companies pull on several operating levers to drive customer obsession, including their internal structure. Structure is one of the six levers of the customer-obsessed operating model and is important in driving behavior. However, it must be complemented by changes in culture, metrics, processes, technology, and talent. This report outlines various structural elements, such as customer advocates, specialized roles, project groups, and permanent functions on an org chart; although not sufficient by themselves, they are an important part of becoming customer-obsessed.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.