WHAT DOES IT MEAN TO PLACE THE CUSTOMER AT THE CENTRE OF THE ORGANISATION?
Most companies identify themselves by the product or service they create.
Companies that are truly driven by customer-success define themselves by the outcomes that they create for their customers. Its a 180 degree different view point and complete changes the psychology of the organisation.
Placing the customer at the centre starts with understanding your customer better than your competition. Traditional techniques do not create enough insight.
New outcome-driven techniques create a significantly greater understanding of customer that represents the target for everything the customer does.
The alignment process concentrates on everything the customer does including; functional structure, organisation structure, processes, performance indicators and measure (external & internal) and so forth.
This means that every aspect of the organisation is placed under the customer-success microscope including all those areas which are not traditionally customer facing.