Know your customer…

Maybe it is the record setting heat in Seattle today, but my mind is wandering over various experiences of my career. “Know your customer” is the mantra.

When you know the customer, good things happen.
– Example, Client A increased user adoption to 70% of total call volume. ROI increase 25% in one quarter.

When you know your customer, you can spot trouble a mile away.
– Example, Client B re-organized and has a new executive sponsor. He has called the ROI model into question.

When you know your customer, the relationship goes beyond business.
– Example, Client C asks for advice on improving the ROI model and photography equipment for his vacation.