Everybody knows the customer, but nobody owns the customer π€·π»ββοΈ
In big and mid-sized companies, we pride ourselves on knowing the customer π
ππ½ Sales knows the customer.
ππ½ Customer success knows the customer.
ππ½ Marketing knows the customer.
ππ½ The Product Team knows the customer.
We all know the customer, but do we actually own and serve the customer? π€
I recently had a situation where I asked a customer for some data about their current setup and process. The customer answered that both the sales and product teams had already asked the same question and that the information was already on file π.
The customer was very frustrated, and we got a bad NPS for that month π¬.
That was a good lesson.
Here's the simple lesson: try to centralize your data, document it, and assign one person who is responsible for managing it π€.
Otherwise, it's gonna get messy, and you will lose customers, and nobody wants that.