Expanding career opportunities

The new models I just talked about are going to require CSMs to think and behave differently than they did in conventional models of the past. Because companies are increasingly understanding that the way their organizations have traditionally operated and cooperated has been insufficient for a subscription economy that rewards customer-centric companies – companies in which all planning revolves around what makes sense for the customer – we should expect to see roles evolve across entire companies.

Customer-centric companies understand that the more they can orient all the work of all organizations in terms of producing downstream benefits for the customer – as opposed to focusing on benefits solely for the company – the brighter the company’s future will be since they will institutionalize a nimble strategy that listens to and observes customers and can incorporate and convert lessons learned into enhanced products...