Customer-Obsessed Operating Model
Forrester’s research shows that better customer experience correlates with higher revenue growth. Five years ago, we created the operating model for customer obsession to help businesses fundamentally pivot how they’re oriented and run. Today, we find that the framework is still representative of how businesses should overhaul their operations to place the customer at the center of six key levers: technology, structure, culture, talent, metrics, and processes. In addition, four qualities are key to employee behaviors and business practices: Customer-obsessed operations are customer-led, insights-driven, fast, and connected.
The Forrester Tech Tide™
Understand what technologies to invest in and when for maximum business impact.
Learn about potentially game-changing technologies and the companies behind them.
Segment established technology players in the market and understand their capabilities.
The Forrester New Wave™
Identify which new tech offerings and vendors can help you disrupt and differentiate.
The Forrester Wave™
Evaluate potential partners to help you drive growth and support your long-term strategies.
Forrester Industry Wave™
Evaluate digital experiences from leading firms in their respective industries to identify opportunities to better serve end customers.
Assess your company’s maturity level and identify opportunities for advancement and growth.
Forrester’s Total Economic Impact™ (TEI) consulting practice develops business value justification content programs that showcase the ROI of your solution, for use at every stage of your customer’s journey.
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