A Customer Service Classic

In Customer Success, a plan is great, but following the plan is not the point. The phrase “The Operation was successful, but the patient has died” helps demonstrate how ‘processes’ and ‘processes as proxy’ cannot replace a customer-centric mindset.

Learning: If you see a plan that is not working for a customer, it is foolish to continue with it. Create a better plan. Agility is what separates the new leaders from the seasoned ones.

References and Resources

The operation was successful, the patient is dead by Helge Tennø/Medium; Type: Article

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Have you ever experienced this phenomenon? If so, we’d love to hear from you.