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To win in today’s increasingly customer-driven world, companies must understand their customers’ needs and satisfy those needs better than any of their competitors. Data about customers can provide valuable insights, but to see results, a company must transform insights into well-timed action. Customer insights teams are uniquely positioned to lead this charge, but they must develop new capabilities to influence a company’s strategy and the ongoing value it delivers to customers.
This report lays out three capabilities we believe successful customer insights teams need to develop to ensure that their organizations become truly customer-centric and remain competitive.