Value For Customers: The Four Dimensions That Matter

An Introduction To Forrester’s Value-For-Customer Framework

July 10th, 2019
With contributors:
Harley Manning, Sam Karpinski, Brian Mukasa, TJ Keitt, Karen Traikovich


Firms that create value for customers get business value in return. But most customer experience (CX) professionals work in organizations that fail to deliver value to customers because they think about value for customers in an incomplete and limited way. In this report we define value for customer and introduce a framework of the four dimensions of value for customer that CX pros can use to help their organizations deliver more value.

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