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?

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