It doesn’t matter how strong your Customer Success team is if the rest of the company isn’t focused.
Be Customer Centric
So what is customer centricity? It’s a shared understanding of and commitment to delivering value to customers and meeting their needs to succeed. It’s a continuous, cross-functional practice.
Understanding: I help your Customer Success team represent the voice of the customer. CS leaders need to feed the right types of insight so that it’s heard and acted upon.
Commitment: I help the leadership team deepen their understanding of customers, identify and close gaps, and maintain customer-centric practices over time.
“Your customer frameworks provided the best summary of our business that I’ve ever heard, and I’ve been working in it constantly for 6 months.”