Best Practice Report

Rev Up The B2C Customer-Obsessed Growth Engine

June 7th, 2023
With contributors:
Fiona Swerdlow , Bruna Venicio , Rachel Birrell


A customer-obsessed growth engine propels your company forward. To set it in motion, marketing, customer experience (CX), and digital business teams must evaluate their operations — specifically the talent, process, technology, and measurement needed to design, build, innovate, and assess digital products and services. This report covers why it’s important to guide employees in being customer-led; sync customer-facing teams like marketing and CX; build technology ecosystems from the outside in; and demonstrate business value to optimize operations.

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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.