Summary
Retail organizations must measure their level of customer obsession maturity to drive growth and resist stagnation. Following Forrester’s annual customer obsession benchmark for global organizations and State Of Customer Obsession Survey, 2024, this report outlines strategies for retailers and brands at each level of maturity. Retailers can use this report alongside The Customer Obsession Assessment to determine their current level, compare themselves with other retail organizations, and determine how to advance their customer obsession maturity.
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