Going beyond CX:

How Understanding Customer Obsession Ensures Success.

Forrester research commissioned by Critizr.

The pandemic has marked a turning point for retailers. Everything has changed now: purchasing behaviour, expectations in terms of customer experience...

Customer Obsession is no longer a luxury, it is a long-term competitive strategy.  And it depends, in particular, on the ability to listen and react to the customer in real-time - a reality that is even more evident for customer-facing employees (79%).

So how do you differentiate yourself from the competition and succeed in the long term? There is only one answer: adopt a customer-obsessed approach business-wide! 

Download this report to: 

  • - Understand how to implement Customer-Obsession organisation-wide
  • - Know who must be engaged within the business to be truly customer-obsessed

- Understand the true benefits  and value of being Customer Obsessed


This Opportunity Snapshot was commissioned by Critizr.

To create this profile, Forrester Consulting fielded custom survey questions asked of 261 respondents which included perspectives of both HQ and customer-facing workers. The custom survey began in February 2021 and was completed in May 2021.


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