Model Overview Report

Milestones For Delivering Respect And Relevance In The Age Of The Customer

May 19th, 2019


For B2B organizations, the consequences of interacting with customers in ways that may be perceived as disrespectful can be damaging. B2B leaders must understand and proactively look for signs that current interactions lack customer centricity or respect for the customer. The design of all interactions must first focus on the needs of the customer — not the company — and deliver respect and relevance at every point. This report introduces the Forrester Respect and Relevance Continuum, a model that helps organizations identify and adopt customer-focused interaction strategies.

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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.