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For CMO Professionals

Operating A Customer-Obsessed Enterprise

Know What To Pivot At Your Firm

September 12, 2019

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Why Read This Report

Eight years into the age of the customer, just 15% of enterprises are customer obsessed. Our research finds that executives agree with the idea of customer obsession — they just struggle to put it into practice it at their firms. This report is one of a pair that tackles the problem of operationalizing customer obsession. Read on for a reintroduction to Forrester's customer-obsessed operating model and inspirational examples of customer-obsessed operations in play today.

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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

  • Our Customer-Obsessed Operating Model Still Stands
  • Sculpt Customer Obsession To Suit Your Company
  • Recommendations

  • Continually Adapt Your Operations
  • Supplemental Material
  • Related Research Documents

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