When we focus on Customer, how should we integrate into our thinking?

Customer retention is the important thing of our company, their experience is the best feedback of our efforts. If we think outside-in by customer view, what will we feel about our company? As customers, they will contact with Marketer, Salespeople, Support and even R&D, what is their experience to face so many people for solving their questions? And what is the reason why customers keep their loyalty to buy again?  Do we provide only products or we can transform to a business partner of customers?

When we talking about customer engagement, we usually think about technologies and solutions for different users, like sales, marketing and support. Every department did a great job for their solutions to improve process inside one perspective. Every part of customer engagement seems perfect. Everyone glad to be changed by stakeholders’ requirement and feel we are so creative and collaborative.

But where is our customers? They should have role in the circle. If we think from outside, as a customer, what we’ll feel from buying a product to ask for help and what kind of journey we will experience? Is it only a secured journey with boring body guard? Or could it become a high class journey with witty partner? We should find out this kind of Customer Experience Ecosystem in our organization and also include vendors and partners.

 (Try to summary something about Customer Experience for the first time, hope I will have better content.)

Reference:
Outside In http://outsidein.forrester.com/
The Effortless Experience http://www.executiveboard.com/exbd/sales-service/effortless-experience/index.page
The CIO's And CMO's Blueprint For Strategy : In The Age Of The Customer
https://solutions.forrester.com/age-of-the-customer/cio-cmo-strategy-3115Q-3763IK.html
CRM Magazine (Jan,2015) http://read.nxtbook.com/informationtoday/crm/january2015/index.html