Best Practice Report

Disrupt Strategic Planning

Three Keys To Driving Outside-In, Customer-Obsessed Business Strategy

April 13th, 2015
Nigel Fenwick, null
Nigel Fenwick
With contributors:
Sheryl Pattek , Gordon Barnett , Margo Visitacion , Martin Gill , Amanda LeClair , Kyle McNabb , Peter Burris

Summary

Our research suggests that high-performing companies look at strategic planning as a continuous process with a focus on customer value and loyalty. In this report, we identify new responsibilities for key participants in strategic planning — CMOs, CIOs, and business-unit leaders. We specifically focus on three ways CIOs must step up and serve as a shaper of customer-obsessed business strategy that generates greater loyalty and drives better performance. To succeed, CIOs need to effectively collaborate with peers across the C-suite, especially the CMO and business-unit leaders, to build strategies and a shared business technology agenda, focused on customer outcomes.

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.