- Forrester Councils
- Councils Overview
- log in
Posted by William Band on April 2, 2013
As more signs point to strengthening economic activity in the US and selected regions of other parts of the world, corporate austerity is fading and growth is back in the spotlight. Acquiring customers, improving the customer experience, and growing revenues have returned to center stage.
Forrester asked more than 2,000 global business decision-makers at large organizations what their “critical” and “high” priorities are for the next 12 months. We found that:
It is evident from these data that effectively managing customer relationships has become the top priority for business success.
Better customer experiences drive improvement for three types of loyalty: willingness to consider another purchase, likelihood to switch business to a competitor, and likelihood to recommend to a friend or colleague. Our models estimate that the revenue impact from a 10-percentage-point improvement in a company’s performance, as measured by Forrester's Customer Experience Index (CXi) score, could exceed $1 billion.
Customers increasingly expect experiences that are unified and cross-channel, personalized, and contextualized. What steps can you take to compete more effectively in this time of rising customer power, digital disruption, and the need to become more nimble and agile to capture market opportunities?
Forrester’s CRM playbook is a practical guide to help you discover opportunities, plan for success, take action, and optimize your customer relationships.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »