Suresh Kannan is Model N’s Chief Product Officer. He has over 25 years of experience in product development and management. Read Suresh Kannan's full executive profile here.
Leaders pour their hearts and souls into building companies that solve real-world problems, but sometimes, acute focus on growth and innovation cause executives to lose sight of their original goal: helping customers. Customers drive business—they must be at the center of every strategic decision. Even the most groundbreaking products fall flat if they don't align with customer needs at the appropriate time., companies that embrace customer experience-led growth drive revenue.
Including customers in strategic business reviews can give you perspective on their strategic goals. My team conducts quarterly on-site workshops with individual accounts. Through face-to-face discussions and collaborative workshops, you can gain a more comprehensive understanding of customers' unique requirements and pain points, helping you align your offerings with their needs in real time.Executive guidance only tells a part of the story.
Achieving this collaboration requires engaging consortium leaders to discuss how your company can facilitate and support the group, such as providing opportunities to convene at conferences or in online communities, and establishing a formal feedback loop. Keep in mind that this is your customers’ consortium, not your company’s. Have an open mind and listen intently to their input so you can be a better partner.Customer conversations don't always need to be formal events.
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