Adopting a Customer First Philosophy
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Transcript of Adopting a Customer First Philosophy
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Adopting a Customer-First PhilosophyMARCH 2016
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1. My Story2. Enterprise Software Market - Realization to Opportunity 3. Customer First Philosophy4. Lessons I Learned
AGENDA
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My Story
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I play to win.
I am an entrepreneur.
I love experiences.
MY STORY
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Being a founder allowed me a fresh perspective
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Enterprise Software - Realization to opportunity
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Enterprise software was bad, both product wise and service wise.
REALIZATION ONE
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People were getting great low-cost digital experiences in the home
REALIZATION TWO
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Peoples expectations of servicewere vastly growing.
REALIZATION THREE
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To build a company wide customer program that combines the product and human experiences.
OPPORTUNITY
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Customer First
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PRODUCT EXPERIENCE
HUMAN EXPERIENCE
CUSTOMER FIRST
SALES
FINANCE
OPERATIONS
PROCUREMENT
CUSTOMER SUCCESS
EDUCATION
SUPPORT
MARKETING
PROBLEM
FEATURES
BUGS
RELIABILITYLOOK & FEEL
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Putting the customer first in every scenario, thought and decision. Company wide.
DEFINITION
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If we put our customers first, we win.
RATIONALE
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EXAMPLES OF A CUSTOMER FIRST, OPAL JOURNEY
Humans
SALES FINANCEPROCUREMENT CUSTOMER SUCCESS SUPPORTMARKETING
Easy Exceed SLA’sThorough
Intentional
CustomerStories
Proactive
Helpful Intentional
Value
Thoughtful
Proactive outreach
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What impact has this philosophy had on Opal?
IMPACT
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Everything
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NEW SLIDE REQUIRED
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Take Aways
LESSONS I LEARNED
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Ensure your employees have empathyand understand your customers
1. EMPATHY
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Develop cross functional teams
2. EMBRACE CROSS FUNCTION
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Share success, often
3. STORY TELL
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Evolution is essential to excellence
4. EMBRACE EVOLUTION - PROCESS AND TOOLS
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True Customer Success lives at the intersection of product and human experiences.
Therefore it has to exist everywhere within an organization.
CLOSING STATEMENT