Business Case Report

Is Customer Obsession Worth It?

Calculate The Costs And Benefits Of Maturing With Customer Obsession

July 21st, 2021
With contributors:
Rick Parrish , Shynise McElveen , Kara Hartig


Investing in customer obsession should yield at least a 700% ROI over 12 years, depending on your company and customer type. In this report, Forrester provides a calculator to determine how to achieve the benefits of customer obsession profitably.

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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.