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