Customer obsession is a key concept in creating an ideal customer experience for businesses, particularly in the device management space. According to Esper Vice President of Customer Success Chris Stirrat, identifying and addressing customer needs proactively is crucial in maintaining customer relationships and ensuring customer retention. This involves being proactive, anticipating customer needs, and providing solutions that delight customers. By focusing on customer obsession, sales and marketing teams can not only acquire new customers but also nurture their existing customer base by checking in periodically, making sure they have the ability to roll out applications successfully, and helping them troubleshoot issues. Additionally, monitoring customer data and alerts is essential in delivering a first-class customer service experience. By implementing strategies such as tracking device provisioning failures, contacting hardware vendors, and providing timely support, businesses can demonstrate their commitment to customer success and build long-term relationships with their customers.