"Your strategies and budget on business technology agenda-technologies, systems, and processes to win, serve and retain customers"- Kyle McNabb (Vice President of Research Strategy at Forrester Research). In the age of customer era, all B2C organizations need to find ways to meet the needs of the customers.  They are also forming customer-obsessed operating model which focuses on customer loyalty, innovation and growth.

In his article “Building A Customer-Obsessed Operating Model,” suggested some ways to make a customer obsessed operating model:
• Investment in new skills like analytics and big data.
• Rethink your process and try to apply agile in your entire organization.
• Re-engineer your systems.
• Modify governance.
• Transformation of organizational culture into more customer-oriented culture.
Read more at: http://www.forbes.com/sites/forrester/2015/05/26/building-a-customer-obsessed-operating-model/