Peter Drucker, in his book, “The Effective Executive” makes the point that is very hard to understand what customers are doing because there is no insight into what goes on inside their walls. Because of this, companies tend to be managed mostly in isolation, occupied by internal issues and projects; when in reality all that can affect the company happens outside. Therefore all valuable information is external.
Luckily, the world has changed. And by adopting a partnership approach, companies can can learn about what preoccupies their customers, continually, by implementing Customer Success practices.
We’ll never know what Drucker would have thought about this, but it is like a veil has been lifted from our eyes.