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A customer-centric culture means putting greater emphasis on long-term metrics and practical business ROI. The customer’s use of the product. The customer’s productROI. It’s important to measure your success against metrics that have a direct impact on how the customer uses the product.
This means every customer-facing team member should have access to customer data and that cross-function communication should be encouraged. Adoption metrics that reveal how a customer uses the product. Outcome metrics that reflect productROI. Prioritize Ongoing, Value-Driven Communication.
A customer-centric culture means putting greater emphasis on long-term metrics and practical business ROI. The customer’s use of the product. The customer’s productROI. It’s important to measure your success against metrics that have a direct impact on how the customer uses the product.
Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase productROI. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success.
This means every customer-facing team member should have access to customer data and that cross-function communication should be encouraged. Adoption metrics that reveal how a customer uses the product. Outcome metrics that reflect productROI. Prioritize Ongoing, Value-Driven Communication.
Work with customer operations staff and Ambi Business Development team to optimize system utilization and productivity through process and training improvements. Communicate high-level performance statistics to customer business representatives. Design customer communications and feedback processes.
How have we seen them communicate together? What do we think will happen when there’s a conflict around direction of product? How true is that versus actually the product today, what it can deliver for them on an ROI basis, on day of implementation? Karen Page: How does this leadership team gel?
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