From Customer Service to Customer Success: Taking the Next Step

Geoff Moore

People First is delighted to share work that is relevant to our initiatives. Geoffrey Moore is an author, speaker and management strategy advisor. His work has influenced the careers of many of us at People First and we are excited he granted us permission to share this particular article.

In the article, Geoff explores the transition that organizations must act on as we move deeper into the 21st century. Products have driven the enterprise—selling more to whoever will buy—when it is the customer experience where all eyes should be turned. Geoff believes this experience is not something you can expect a chatbot to deliver, and we agree.

This article on customer technology was published on LinkedIn, September 25, 2017.

In the Age of the Product, customer service ensured that the product lived up to its specifications. Everything after that was the customer’s responsibility, not the vendor’s. In the Age of the Customer, the bar has been raised. Now it is the outcome that must live up to the customer’s expectations, else it is the vendor who is left holding the bag. That requires a whole new function, what the SaaS sector has taught us to call customer success. Let’s take a closer look at what has to change.

First of all, we still need customer service. Products still break, implementations still go awry, and parts still wear out, and they all need to be attended to. The traditional CRM customer service model is admirably suited to the task. It is organized around a trouble ticket generating a case which is managed through to a resolution with the data captured in a knowledge base to better inform the next case. This is by design a product-centric model, putting a premium on accuracy of information and reduction of errors, with productivity being measured first and foremost by the number of cases closed and the time taken to close each one.

What this system does not measure well is the customer side of the equation. Continue reading

Can the Digital Economy Ever Be Sustainable?

World Economic Forum

People First is delighted to share work that is relevant to our initiatives. Mei-Lin Fung is a member of the People Centered Internet and an active, founding member of People First.

Read this article at The World Economic Forum as published on September 19, 2017.

Hurricane Harvey dropped 52 inches of rain and 27 trillion gallons of water on Texas and Louisiana. And a new kind of “All-hands-on-deck” response emerged.

Glenn Reynolds, author of An Army of Davids, writes: “But the real difference isn’t citizens getting involved, it’s the willingness of responsible officials to see that involvement as a plus rather than a potential problem … the excellent record of civilian volunteer responders in the post-9/11 record is behind that willingness.”

The Cajun Navy flotilla of private boat owners demonstrated the value of government, the private sector and regular people working together. The value of such cooperation in earlier disasters like Katrina and Sandy increased the ability to coordinate when Harvey struck.

Traditional global governance is failing. Yet the need for effective collaboration, delivering good performance in the face of new challenges has never been greater. Continue reading