Vision Report

Customer Obsession Explained

Your Guide To Understanding Customer Obsession And Why It Matters To Your Business

May 3rd, 2021
With contributors:
Keith Johnston , Rick Parrish , Alex Sobchuk , Lexie Lawhon , Rachel Birrell


Don’t delay adopting customer obsession any longer. Your competitors that put the customer at the center of their leadership, strategy, and operations enjoy stronger revenue growth, more satisfied customers, and more engaged employees than you do. And customer-obsessed firms can better pivot in response to market shocks like the pandemic. This report defines customer obsession and how to use it to create a strategy that will make your business thrive.

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This report is available for individual purchase ($1495).

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.