Best Practice Report

The Customer-Centricity Readiness Assessment

February 28th, 2019


The rise of the customer is driving B2B organizations to explore customer-centricity in their culture and operations. Because only 25% of organizations currently have a transformative effort in place, driving that imperative may be a substantial challenge. Organizations should conduct an assessment to determine their readiness for customer-centricity and identify gaps to be addressed. In this report, we provide an assessment that enables B2B organizations to gauge their readiness to create and sustain a customer-centric culture.

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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.