Summary
Customer-obsessed firms already enjoy higher revenue growth, customer satisfaction, and employee satisfaction — and will prevail as the age of the customer intensifies. Forrester surveyed more than 1,000 executives in the US and Europe and conducted in-depth interviews with C-level execs to learn what practices firms use along their journey to becoming customer-obsessed enterprises and distinguish the common core of their success. This report details the strategic and operational reset that companies have to make to drive customer obsession.
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