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Heidi L Rhodes - Head of Global Customer Success & Sales Meta

  • “Nobody wants a ¼ in drill. What they want is a ¼ inch hole.” Realizing your products are only a small part of a much larger outcome is a key step in becoming a customer centric organization.
  • One of the biggest mistakes companies make is believing that their success and their customers success are the same thing. The drill-selling company defines success as “selling more drills”. But the customers goal isn’t “buy more drills”.
  • No one and everyone owns the customer journey at the same time. Customer journey mapping is the best antidote to prevent great companies “shipping their org chart.” It makes customer success everyone’s job.

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