Vision Report

Connected: A Foundational Principle Of Customer Obsession

Connected Companies Enable Customer Obsession With Intentional Structures And Collaboration

April 19th, 2023
Fiona Mark, Principal Analyst
Fiona Mark Principal Analyst
With contributors:
Rick Parrish , Matthew Guarini , Ananya Suresh , Anna Synakh , Ian McPherson

Summary

Connected is one of the four hallmarks of customer obsession. Connected organizations go beyond mere collaboration and design governance, structure, and interactions that align and empower people to deliver shared outcomes for the customer. Today, many organizations inhibit connectedness by incentivizing the wrong behaviors and overwhelming employees with excessive governance and meetings to drive alignment. Use this report to understand how connected organizations intentionally align their people to deliver for customers.

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