- log in
Posted by Julie M. Katz on April 11, 2007
After his brilliant speech, Pete took questions from the audience. Maybe they're the same questions you're struggling with. If not, ask your own in the comments.
Are customer centric metrics inconsistent with business metrics? No. Focusing on the customer is the best indicator of future purchase intent.
How does social marketing and UGC fit? Marketers always had to be good to customers, and now they have new channels to work with. Building relationships is always key.
What about customer centric P&Ls? Organizational structure often hinders customer centricity. Some organizations have created phantom P&Ls.
Who should we partner with to execute our customer centric strategy? HR, IT, Finance, and the CEO!
Search Forrester's Blogs
Planning for innovation and risk in the wake of Brexit »
Forrester Insights for iPhone
Key research and data points when and where you need them »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
- Brad Bortner (7)
- Brandon Purcell (5)
- Carlton Doty (20)
- Cinny Little (5)
- Emily Collins (20)
- Fatemeh Khatibloo (33)
- Gene Cao (19)
- James McCormick (8)
- Jennifer Belissent, Ph.D. (5)
- Joe Stanhope (35)
- Kristopher Arcand (2)
- Lori Wizdo (2)
- Marc Jacobson (1)
- Michael Barnes (9)
- Rob Brosnan (19)
- Rusty Warner (17)
- Srividya Sridharan (17)
- Tina Moffett (17)