Look at the Customer Success Movie — Not Just the Snapshot
The natural tendency of a spectator is to be in awe of achievement — whether demonstrated by an individual or team. Many spectators are viewing the “snapshot” rather than the entire movie that led up to the achievement. This was the reaction of many people when they learned that Roger Federer was going to be employed by On-Running. What does Roger Federer, a world-renowned tennis superstar, have to do with running shoes? This is an example of a snapshot that does not make sense unless you have seen the movie.
The movie goes something like this…
When On-Running (On) came to us about a decade ago with fewer than 20 employees asking if we have the capability to scale with them as they grow and overcome their inventory and back-office challenges, we, of course, said yes. At this time, the Salesforce Platform was still evolving in order to better
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