When you’re acting from a position of customer awareness, you’ll make decisions by stepping into your customers’ frames of reference.Ĭustomer centricity and customer awareness are very co-dependent. It means not only understanding what the customers want, but taking steps to help make sure the customer experience is easy, and that they don’t have to jump through unnecessary hoops to accomplish their goals. Why raising customer awareness is important.Ĭustomer awareness means putting ourselves in the shoes of our customers. In order to do this, and help encourage others in your organization to do this, you can raise customer awareness. We’ve talked a lot about operating from a customer-centric viewpoint in the past. So, how do we ensure that Customer Success efforts are actually impacting our customers in the ways we intend? By thinking like a customer, stepping into their shoes, and operating from a customer-centric viewpoint. This can be true especially when it comes to customers dealing with other departments, outside of Customer Success. What this tells us is that despite all of our best Customer Success efforts, the customers may not necessarily feel all of that effort on their end.
In fact, research tells us that in a survey about customer focus, 80% of the senior managers surveyed thought their organizations were customer-focused, while only 8% of their customers agreed. While it may feel like your customer-centric operating viewpoint is clear, and felt by the customer, this may not always be the case. As a Customer Success Manager, you know the purpose of your role is to help facilitate the customer experience, predict the needs of your customers, and proactively engage with them.
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