Case Study

Case Study: Building An Aligned Revenue Engine Built To Drive Growth At ArcBest

January 30th, 2023
With contributors:
Mike Pregler , Christian Jibilian , Kate Pierpont


From 2018 to 2020, ArcBest revenue declined by over $150 million. In 2021, they partnered with Forrester and conducted an evaluation to identify the causes of this decline and build a strategy to better align with buyers and drive long-term growth. They used multiple Forrester models across their revenue engine to diagnose challenges and implement a best-in-class sustainable process to support their plan. The impact of this initiative was significant. ArcBest had record revenue growth in a product capacity-constrained environment. In this case study, we describe how ArcBest returned to growth by aligning their revenue engine around strategic growth initiatives.

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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.