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Competing for Customers: Why Delivering Business Outcomes is Critical in the Customer First Revolution by Craig LeGrande, Amir Hartman, Jeb Dasteel

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3. Listen

“It is the province of knowledge to speak and it is the privilege of wisdom to listen.”

–Oliver Wendell Holmes

In this chapter we’ll delve deeper into what it means to really listen to your customers and why it’s such a critical part of engaging them strategically to assure success. We will argue that creating an effective listening capability is the very first step in the process of building an effective customer success strategy—one that will equip your business to thrive in the customer-first Subscription Economy. We believe that listening is the foundation for customer success. Yet surprisingly few businesses get listening right.

Your customer success strategy is only as good as your ability to know what it really means for your ...

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