Trends Report

Talent Management For The Customer-Obsessed Organization

How To Hire, Train, And Retain Customer-Obsessed Employees

July 20th, 2016
Claire Schooley, null
Claire Schooley
With contributors:
Sharyn Leaver , Shar VanBoskirk , Christopher Andrews , Michelle Moorehead , Paul Hamerman , Samuel Stern , Kara Hartig , Anna Berman


Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this report, we explain why companies fall short; detail best practices for hiring, training, and retaining customer-obsessed employees; and describe how leaders can earn stakeholders' support for transforming their talent management practices.

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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.