ManageEngine Insights

Effective customer obsession requires a future fit technology strategy

An exclusive session brought to you by ManageEngine in collaboration with Forrester.

Published on March 23, 2023

Why watch? 

Digital transformation is no longer just about making tasks easier or more efficient, it’s also about creating emotional connections and positive experiences with your customers. Organizations that place their customers at the forefront of their technology strategy, or in other words, are quite literally “obsessed” with their customers, report performances greater than the industry average, and the revenue speaks for itself. 

While traditional methods rely on the premise that we have all the necessary information, the reality is often far from that. Uncertainty is a constant factor in today’s fast-paced business environment, and dealing with it requires a strategic approach that goes beyond simple efficiency.

 More than efficiency, effectiveness should be the primary driving force when dealing with complex problems, says Forrester Analyst Chad Routh. Customer-obsessed firms must, therefore, adopt a technology strategy that focuses on creating solutions that are not only efficient but also effective. This means prioritizing solutions that offer the best outcome for the customer, even if they may not be the most straightforward or streamlined.

Tune in to this captivating presentation by Chad Routh that establishes the foundation for how a customer-centric technology approach enables companies to quickly adapt their business structures to meet evolving customer needs while ensuring that their technology transformation keeps pace with their business transformation. Don’t miss out!

What you’ll learn 

  • Four principles that drive enterprise success

  • Why customer obsession should be a perpetual business orientation

  • Effectiveness over efficiency as a success metric

  • A future fit technology strategy for customer-obsessed businesses

  • IT maturity levels across various industries and countries

About the speaker


Chad Routh
Principal Analyst, Forrester

Chad is a principal analyst on Forrester’s tech and innovation research team. He supports technology executives, such as chief information officers, chief digital officers, and chief technology officers, with strategic guidance and practical advice to advance their major initiatives. With a focus on future-fit strategies to drive growth and shared value, Chad's research covers top-level leadership issues including technology management, organizational and governance strategies, culture, innovation, and change management.

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