Customer Success Folks: Agree or disagree?? In B2B, end-users (generally speaking) are NOT "customers" because they don't influence buying decisions. Sometimes an End User can be part of the "Stakeholder" team/buying-committee, but in that context they are wearing a different hat, not having an "end user" posture. That's not to say that we ignore end users, but just that we may need to change how we prioritize work to focus on engaging "stakeholders" as the top priority. What is your perspective?
PLEASE contribute your thoughts. Next week I'll put together a follow-up post to summarize what everyone is saying. There's a rousing and lengthy discussion on LInkedIn (here's the link to the discussion there) that I'm replicating here so we get coverage when I post back the summary of responses (if you already participated on the LinkedIn post then I have your response and THANK YOU!)
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Steve Bernstein
Head of Voice-Of-Customer Programs at Waypoint Research Group
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