Gartner Research

Customer Obsession: 3 Ways Product Managers Can Achieve Product Loyalty

Published: 30 July 2018

ID: G00360691

Analyst(s): Barika Pace


Technology and service providers that synthesize customer metrics in silos fritter away opportunities to build customer loyalty. Technology product managers cannot leave this task to marketing alone. They must break through silos to use metrics to create products that customers obsess over.

Table Of Contents
  • Key Challenges


  • What Is a Customer-Obsessed Organization?


  • Break Down Silos by Flipping the Organization to a Customer-Centric Model in Which Customer Data Is Visible to the Entire Organization
    • Begin With the Customer's Goals to Create an Internal Communications Strategy That Trains All Team Members to Consider Product Offerings From the Customer's Perspective
  • Revisit Employee Objectives to Infuse Customer-Focused Metrics Into Employee Incentive Programs, Thereby Helping Each Team Member Understand His or Her Role in Optimizing the Customer Experience

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