Best Practice Report

Customer Engagement: Leading in a Time of Crisis

April 13th, 2020


The COVID-19 crisis requires all organizations to reassess their plans and activities. Existing customers of B2B organizations must be able to rely on a consistent, coherent experience as they navigate changes in their own business. Organizations that provide value and reassurance to their customer base can become indispensable.

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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.