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.
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