7. Ensure

“Some of us will do our jobs well and some will not, but we will be judged by only one thing: the result.”

—Vince Lombardi

How do you deliver business outcomes in the Customer First Revolution? We have proposed that it takes three critical capabilities working in tandem to deliver outcomes that matter to customers and, in so doing, empower you to outcompete rivals in the Subscription Economy.

Comprehensive listening is the first of these capabilities and the foundation for the other two, providing visibility into what customers really need and what makes them successful in their markets and business ecosystems. Second, we’ve proposed that you need to harness the intelligence gathered from proactive listening to engage customers in a ...

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