Summary

You have now reached the end of the chapter. In this chapter, you learned that CS should take advantage of its unique positioning in the vendor’s organizational structure – as the one team that has close relationships with customers – to employ a two-pronged approach to leveraging customer data. We also explored how CS should use that data to extend important customer insights internally to other organizations so that they can benefit from such closely gathered information and use it to improve the work they produce for the company. You shouldn’t expect that your entreaties to the other organizations and your offer to funnel them customer insights will be immediately accepted with open arms. After all, cracking the walls that have been standing within the world of business for many decades takes more than a smile and nice sounding words. I recommend that you approach with gifts of insight already packaged and wrapped with a bow – people like...