Gartner Research

Customer Obsession: 3 Ways Product Managers Can Achieve Product Loyalty

Published: 30 July 2018

ID: G00360691

Analyst(s): Barika Pace

Summary

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

Introduction

  • What Is a Customer-Obsessed Organization?

Analysis

  • 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

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client