The operating model for customer obsession

Technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible response. However, success requires not only a shift in your firm’s strategy but also a fundamental reset of day-to-day operations.

Executives at customer-obsessed firms are linking arms to shift four important operating principles from a more traditional approach to one that embodies design thinking, moving:

  • From customer-aware to customer-led.
  • From data-rich to insights-driven.
  • From perfect to fast.
  • From siloed to connected.

At Dreamforce 2016, George Colony, Forrester’s CEO, discussed how empowered customers are placing new demands on companies and changing the rules of B2C and B2B economics. His session gave specific and actionable advice on how companies can create customer-obsessed operating models that will ensure revenue and market share growth in the age of the customer.

Download George’s Dreamforce presentation and the report on the operating model for customer obsession.

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