Best Practice Report

Insights-Driven: A Foundational Principle Of Customer Obsession

May 1st, 2023
With contributors:
Evan Megan , Jen Barton


To be customer obsessed, you need to be insights-driven. Insights-driven businesses enjoy a range of benefits, such as higher revenue growth and more engaged employees, but they must first make difficult organizational changes to evolve their leadership, strategy, and operations to leverage data and insights to put the customer at the center of their business. This report helps business leaders identify the benefits of and challenges to becoming insights-driven, and the role it has in customer obsession.

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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.