Customer Success and Authentic Customer Centricity Research Survey

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Name

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Last

Not required. It's just nice to know who is responding.

Company Name

-- or Type of company (e.g. Saas, Services, FinTech, etc)

(Not required, won't be added to any lists. Enter it if you're willing to talk further about the research.)

What is your company's main competitive advantage? How would: The CEO / VP:Sales / VP:Marketing / VP:Product Development / The CFO -- answer that question?

Pay attention to how each person/role would answer, and note any discrepancies.

Have you grouped your customer base into clearly defined portfolios of customers? Does each portfolio have a designated manager or responsible executive?

Does your company know how much profit they make from each portfolio? Do they know why customers in that portfolio buy from the company? Do they know which companies compete with you for that business and on what arguments?

Do you have a budget for retaining and developing each customer portfolio? Have you projected the profit potential of each portfolio?

Do you know which companies could ally or partner with you in developing your customer portfolios? Do you have formal partner relationships for particular customer portfolios? Do you have a well-defined and self-aware strategic corporate ecosystem in place?

Does your company regularly acquire or develop additional products to sell into its specific customer portfolios?

What other questions would you consider significant in determining the authenticity of a company's claims to being customer-centric?

Customer Success and Authentic Customer Centricity Research Survey

CSA Partners

The Customer Success Advisors