Model Overview Report

Seven Steps To Customer Engagement At Emerging Companies

January 24th, 2023
With contributors:
Barbie Mattie , Lisa Nakano , Alesia Garrett , Robin Whiting


Attention to customer engagement and retention is as important a growth driver as acquiring new logos. The more customers an organization retains, the more potential advocates it has that can help grow the brand and drive new business. Emerging companies with limited resources must focus on the foundations of customer engagement to grow. In this report, we introduce the seven “stars” that represent the seven foundational steps required to navigate customer engagement at emerging companies.

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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.