Which ever way you look at it, customer success is about leadership.
I’ve experienced this firsthand. Whenever working on a business where the CEO or key senior leaders had the customer in their heart, transformation programmes were easy. Budget was available. Goal posts moved. Stuff got done.
But, to be fair, it’s not always easy to be a customer-centric leader.
Alain Thys is an experience architect who helps organisations drive profit and transformation through experience.