Best Practice Report

How To Build Your Strategy For Customer Obsession

Determine Your Expression Of Customer Obsession

June 2nd, 2021
Shar VanBoskirk, VP, Principal Analyst
Shar VanBoskirk VP, Principal Analyst
With contributors:
Rick Parrish , Keith Johnston , Lexie Lawhon

Summary

Most firms aren’t yet customer obsessed, but that’s not because they don’t understand the concept. (We’ve been writing about it for more than 10 years!). Leaders don’t know how to operationalize customer obsession at their firms. Who should do what? How long it should take? What might it cost? Answer these questions by determining the expression of customer obsession that best suits your strengths and what your customers want from you.

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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.