Trends Report

The Customer-Obsessed Enterprise

Lead The Competition With A Clear Vision For Customer Obsession

June 25th, 2018
With contributors:
James McQuivey, PhD , Shar VanBoskirk , Laura Ramos , Carrie Johnson , Bobby Cameron , Martin Gill , Harley Manning , Jeffrey Hammond , Drew Green , Olivia Morley


Customer-obsessed firms already enjoy higher revenue growth, customer satisfaction, and employee satisfaction — and will prevail as the age of the customer intensifies. Forrester surveyed more than 1,000 executives in the US and Europe and conducted in-depth interviews with C-level execs to learn what practices firms use along their journey to becoming customer-obsessed enterprises and distinguish the common core of their success. This report details the strategic and operational reset that companies have to make to drive customer obsession.

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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.