Customer-centric companies

It is entirely possible that a company filled with customer-centric people doesn’t feel customer-centric to its customers.

How come?

The processes are designed from the inside-out to make life easier for a department rather than from the customer’s point of view (outside-in).

For example:

– training
– invoicing
– adoption
– renewals
– bug fixes
– onboarding
– product releases
– transition to support
– sales process and tactics
– sales to implementation transition

Transitions between teams are particularly prone to breakage.

What other examples should we be on the lookout for?

View original discussion on LinkedIn