Client Satisfaction Is Dead…

Client satisfaction is dead – or you may be, if that is your primary focus as an organization.  This seemingly radical statement is but one conclusion you might draw from reading Value As a Service, a fabulous new book by Rob Bernshteyn, President of Coupa, a cloud-based business spend management software and consulting company.  It's not that client satisfaction is a bad thing; a more accurate way of thinking about it might be that 1) it likely is the wrong goal and 2) it isn't nearly enough in any case.  As Bernshteyn writes, "We don't want to satisfy our customers – although it is nice when it happens – we want to do everything in our power to make them successful.  The customer-success model aligns our interests with the interests if our customers in quantifiable ways."