The Customer Success Economy

THE CUSTOMER SUCCESS ECONOMY : WHY EVERY ASPECT OF YOUR BUSINESS MODEL NEEDS A PARADIGM SHIFT If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate.

When you are finished changing, you are finished. Benjamin Franklin

Our customers in the modern economy are looking for success for their goals to be achieved not just for 'stuff' to be purchased.

Doing good didnt have to be at odds with building a great business. In fact, it could be a differentiator.

The business of business is helping people.

The power of the Internet didnt just empower customers to be 'satisfied.' Customers in the modern world demand that their goals are achieved.

If youre not operating from a customer-centric playbook, you will lose.

Customers are no longer stuck with the vendors they bought because technology has transformed the category for customers. They have choice. They have mobility.

Customer expectations are higher, customer power is greater, and holding onto customers is harder because they have so much choice.

Genuinely helping your clients propels stronger revenue growth, market leadership, profitability, consistency, employee retention, and valuation multiples.

Your strategy should help you make sure your customers are actually using what they bought from you, that you are giving them the sort of customer service they demand, and that you are expanding the relationship.