Trends Report

Value For Customers: The Four Dimensions That Matter

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

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


Firms that help customers get value receive business value in return. But most customer experience (CX) and digital business professionals work in organizations that fail to do so 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, which CX and digital business pros can use to help their organizations focus on value for customers.

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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.