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For Customer Insights Professionals

Gauge Your Customer Analytics Maturity

Assessment: The Customer Analytics Playbook

September 14, 2020

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This is the Assessment report in The Customer Analytics Playbook For 2020.

Why Read This Report

Customer analytics powers customer obsession by helping insights-driven businesses understand their customers and drive growth. While advanced statistical techniques form the backbone of customer analytics, the foundation of enterprise success comes from maturity in six mission-critical components: strategy, structure, data, analytics, process, and technology. This assessment will help customer insights (CI) professionals determine where their firms fall in Forrester's customer analytics maturity model and guide them to the next level. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Customer Analytics Maturity Requires Focus Across Six Dimensions
  • Introducing Forrester's Customer Analytics Maturity Model
  • Recommendations

  • Self-Assess To Determine Your Customer Analytics Maturity
  • Supplemental Material
  • Related Research Documents

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