The B2B CMO’s Guide To Customer Obsession

January 20th, 2022

With contributors:

Keith Johnston , Rick Parrish , Cole Walsh , Rachel Birrell

Summary

B2B CMOs play a key role in customer obsession. They must engineer alignment across the ecosystem and harness its capabilities to consistently delight customers throughout their lifecycle with the brand. To accomplish this, B2B CMOs should collect and activate customer insights, spend time on the post-sale customer experience, and take a stand on corporate responsibility. This video highlights three things that B2B CMOs should do personally to help boost customer obsession.

Want to read the full report?

This report is available for individual purchase ($1495).

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.