Main Takeaways: -Culture is an all-encompassing piece of customer experience -Building relationships with front-line colleagues is important -Turn metrics story into definable action steps -Bring stakeholders into the room with customers

1. www.productschool.com
Guiding Principles of a Customer-Focused
Culture by PayPal Sr PM

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5. Guiding Principles of a Customer-Focused Culture
Ronke Majekodunmi
Senior Product Manager, PayPal
www.productschool.com

6. Ronke Majekodunmi
Senior Product Manager, PayPal
• Financial Industry
• B2B, B2C

7. My PM Superpower
I thrive in finding opportunities beyond the sight of others

8. Madam Speaker: Nancy Pelosi and the Lessons of
Power by Susan Page
A Promised Land by Barack Obama
Becoming by Michelle Obama
Dear Madam President: An Open Letter to the Women
Who Will Run the World by Jennifer Palmieri
My Favorite Books

9. Main
Takeaways
Culture is an all-
encompassing piece of
customer experience
Building relationships
with front-line
colleagues is essential
Turn metrics story into
definable action steps
Bring stakeholders into
the room with
customers

10. Customer-Focused
Culture
Customer-Focused
organizations position
customer needs and wants
with the overall objectives of
the organization

11. Culture is an all-
encompassing
piece of
customer
experience
Quantitative Market
Research (Surveys,
questionnaires, and polling
techniques)
Customer Emails
Social Media (Instagram,
Facebook, Tweets, blogs)
Qualitative Market
Research (Focus groups)

12. Building
relationships
with front-line
colleagues is
essential
Virtual lunch or coffee with a
front-line colleague
Informs you how customers are
doing

13. Turn metrics
story into
definable action
Net Promoter Score (NPS)
Customer Satisfaction Score
(CSAT)

14. Bring
stakeholders into
the room with
customers
3iab (Product manager,
the design lead, and the
tech lead)
Leverage expertise and
experience during the
whole the discovery
process
When it comes to
producing concepts,
engineers frequently bring
the best possible solutions
Transform your pipe
dream visions into
something possible

15. Main
Takeaways
Culture is an all-
encompassing piece of
customer experience
Building relationships
with front-line
colleagues is important
Turn metrics story into
definable action steps
Bring stakeholders into
the room with
customers

16. My PM
Superpower
I thrive in finding
opportunities beyond the
sight of others

17. Thank You! Ronke Majekodunmi
ronkemajek18@gmail.com
@RonkeMajekodun1

18. www.productschool.com
Part-time Product Management Training Courses
and
Corporate Training