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C-Level Customer Centricity
“I’m passionate about customers. I always start with, how does that affect the customers?”
Those were the words of Sage Software President and CEO Sue Swenson yesterday during the opening keynote at Sage’s Insights partner conference. Swenson was emphasizing to partners how important customer relationships are to her, and to Sage.
I always love to hear that kind of customer focus, but it especially strikes a chord when someone at the C-level not only talks the talk but walks the walk. Because as we all know, an enterprisewide customer strategy can only succeed if company leaders believe in the power of customer centricity, communicate that to their employees, and deliver on it.
Swenson seems to be that type of leader. During her tenure as COO of T-Mobile U.S. she took a leading role in the company’s process of executives going out and talking to customers and employees firsthand, then meeting to discuss the feedback and set action plans. One example she gave was convincing a top executive in the legal department to shorten a 15-page contract customers had to sign for phone service to a two-page contract.
During her first six weeks at Sage Software Swenson is continuing that tradition, visiting Sage offices throughout the country and getting feedback from employees on how Sage can better serve it customers. She also plans to personally meet with partners and customers.
“Ultimately, we want to sell the right product to the right customer at the right time and give a great customer experience,” she said. “We need a clear understanding of our customer expectations to do so.”
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