The document discusses how meeting customer expectations drives business success. It notes that expectations begin with sales and promises to customers, are then met or reset with delivery of products or services. Support reinforces customers' expectations, while networking allows expectations to be shared. Customer feedback drives the product roadmap and maintaining expectations leads to customer loyalty and renewal of business.

1. CUSTOMER
SUCCESS DRIVES
BUSINESS
Delighted and loyal customers result from meeting
expectations
Ames Fowler 2016

2. CUSTOMER SUCCESS DRIVES
BUSINESS
CustomerSuccess
Acquisition
Delivery
Support
Retention
Renewal
Product
Roadmap
Culture
=
True
Business
Success
Ames Fowler 2016

3. EXPECTATIONS BEGIN WITH SALES
Customer needs
& promises
Ames Fowler 2016

4. EXPECTATIONS MET OR RESET WITH
DELIVERY
Customer needs
& promises
Requirements &
Implementation
Ames Fowler 2016

5. EXPECTATIONS REINFORCED IN
EXPERIENCE
Customer needs
& promises
Requirements &
Implementation
Support &
experience
Ames Fowler 2016

6. EXPECTATIONS ARE SHARED WITH
NETWORK
Customer
needs &
promises
Requirements
&
Implementation
Support &
experience
Networking &
socialization
Ames Fowler 2016

7. EXPECTATIONS DRIVE PRODUCT
ROADMAP
Customer
needs &
promises
Requirements
&
Implementation
Support &
experience
Networking &
socialization
New needs &
feedback
Ames Fowler 2016

8. EXPECTATIONS MAINTAIN LOYALTY
Customer
needs &
promises
Requirements
&
Implementation
Support &
experience
Networking &
socialization
New needs &
feedback
Retention &
renewal
Ames Fowler 2016