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?
