Ruthless Execution: How Business Leaders Manage Through Turbulent Times, Second Edition

6. Managing Customer Success: The Last Mile of Customer Loyalty

Ruthless Execution Checklist

• Do you measure the ROI/Business Impact of the top five solutions at your top five customers?

• Do you proactively and annually present the value of your solutions to your most valued customers?

• Do most of your customers look at you as a vendor or a strategic partner?

• On sales calls, are you meeting with tactical operators or key business leaders?

These days, conversations in executive suites and boardrooms increasingly turn to topics such as customer loyalty, retention, and churn. We’re seeing more leaders deploying “listening posts” to gather feedback on what customers are thinking. Indeed, according to Aberdeen Group, some 70 percent of companies ...