Harness Mental Models To Create Strategic Alignment

June 24th, 2024

Joana de Quintanilha VP, Principal Analyst

With contributors:

Martin Gill , Angelina Gennis , Audrey Chee-Read , David Truog , Gina Bhawalkar , Judy Weader , Maxie Schmidt , Paul Ferron , Jana Gül , Victoria Manes , Demi Starks

Summary

The best strategies fall flat if they fail to address one of the most important drivers of behavioral change: mental models. Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. Uncover and harmonize mental models, and you create strategic alignment to drive customer obsession. This report helps you understand and avoid mismatches between customer, executive, and employee mental models and turn multiple lenses into shared customer obsession goals.

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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.