Best Practice Report

The People Playbook: Coach And Enable To Create Conditions For Success

Leverage Proven Approaches To Maximize Your People Strategy

May 6th, 2021
With contributors:
Rick Parrish , Alex Sobchuk , Lewis Nottonson , Diane Lynch


The decision to pursue a strategy of customer obsession begins with senior leadership, but the execution of that strategy involves aligning and changing behaviors across the entire organization. Activate six levers to enable and sustain customer obsession: culture, structure, people, process, technology, and metrics. In this report, we explore the ways your people strategy can either support or impede your goal of transforming into a fully integrated, customer-obsessed organization.

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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.