Trends Report

Value For Customers: The Four Dimensions That Matter

An Introduction To Forrester’s Value-For-Customer Framework

July 10th, 2019
With contributors:
Sam Karpinski , Brian Mukasa , Harley Manning , TJ Keitt , Karen Traikovich

Summary

Firms that help customers get value receive business value in return. But most customer experience (CX) and digital business professionals work in organizations that fail to do so because they think about value for customers in an incomplete and limited way. In this report, we define value for customer and introduce a framework of the four dimensions of value for customer, which CX and digital business pros can use to help their organizations focus on value for customers.

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