Best Practice Report

Level Up Your Frontline Leaders: Coach To Win In The Long Term

Line Managers Are Key To Your Customer Obsession Transformation

June 14th, 2021
With contributors:
Keith Johnston , Emily Stutzman , Christine Turley


As your organization embarks on the journey to customer obsession, line managers play an essential role in coaching new behaviors and driving change at an operational level. Managers who coach drive significant value in the organization by attracting and retaining high performers and enabling organizational adaptivity. Level up your leaders by eliminating passive management practices and fostering a strong coaching mindset in leaders at all levels.

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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.