Best Practice Report

Leveraging Positive Customer Feedback

January 1st, 2018


When B2B organizations examine customer survey feedback, they tend to prioritize identifying and fixing the causes of negative feedback They are often slow to leverage and amplify positive customer survey feedback, even though it is equally important to understand, track, and act upon. This report outlines best practices to help organizations appropriately leverage positive feedback and get maximum value from it.

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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.