Today Forrester Research Names their new CMO, Dwight Griesman, a 25-year marketing veteran. A press release went out where Mr. Griesman talks about his commitment to the customer. Here's one of his quotes: "As Forrester's new CMO, I am committed to ensuring that the voice of the customer continues to be central to how Forrester enhances its products and services across the 19 IT, marketing, and technology industry roles we serve."
Call me crazy, but that's the kind of commitment from the top down that makes a difference in a company. I have been doing some research on Forrester and their various customer research. I came across one document called "The Customer Experience Journey". Learn more. I've read the report and it's really insightful into not just one piece of the customer picture, but the whole picture. This guy has a fabulous blog and I'm wondering how much of the Forrester customer focus is driven by him. His name is Bruce Temkin and he is the Vice President and Principal Analyst at Forrester Research focusing on customer experience. Its seems like a month ago that I saw that Forrester did a report on the value of customer reference programs. I am getting a copy of that report soon, this stuff is so good!
Stay tuned for more from Forrester! I'm loving it!
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