Fast: A Foundational Principle Of Customer Obsession

February 9th, 2023

With contributors:

Rick Parrish , Alex Sobchuk , Bruna Venicio , Christine Turley

Summary

To be customer obsessed, you need to be fast — and companies that are fast boast better growth in revenue, employee engagement, and customer retention. But being fast doesn’t mean just stepping on the accelerator. It means being smarter about your destination and your route, and course-correcting along the way in response to changing conditions. Unfortunately, instead of being fast, many companies today are rigid, boxed-in, and reliant on set-and-forget ways of operating. Use this report to understand the anatomy of a fast organization and kick-start your efforts to become one.

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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.