Stop Building Systems Your Customers Don't Care About
You spend time perfecting your systems and processes.
Yet your customer satisfaction scores don’t improve as you expected.
Why?
Because you’re starting with what works for YOU, not for your customers.
That’s often the reality.
Most businesses start with their own systems:
Their tech stack.
Their processes.
Their workflows.
It's natural—you want to create efficient operations.
But the truth is your customers don't care about your systems.
They only care about their own success.
So, how can you reverse that?
Here's an approach the most successful companies use that will transform the way you work with your customers:
Define your customer's ideal outcome, first.
Then build every touchpoint—working backward from there.
As simple as it is.
Customer Success is NOT about your systems—it's about your customers’ success stories.
Example:
Take payment providers like Square and Stripe.
Instead of focusing on their processing systems only, they built everything around crystal clear customer outcomes:
Square helps small businesses with a complete ecosystem of services way beyond just payments.
They build tools that focus on the customer and powerful engagement features.
Stripe built its success on simplifying payments.
They proved financial systems are not banking problems, but software.
They launched with "seven lines of code" and promised that developers wouldn't need to make changes for years.
Both companies prioritize customer experience over system complexity.
And that’s what brought them massive success.
They focused on customer outcomes rather than just their internal systems and became market leaders.
The math remains dead simple:
Focus on your customers' success first, and your company’s success will follow.
Want to see how you can implement this approach in your organization?
In the next section, I reveal:
The exact framework that another successful company in the financial services, CME Group, used to achieve their most successful product launch ever—starting with customer needs first
A proven cross-functional alignment system that helped leading companies reduce customer friction by 40%
The 3-step process for getting sales, marketing, and product teams working together to boost customer outcomes
How to build a single source of truth for customer success metrics across departments
Join 100+ CS leaders already transforming their delivery approach
"CME Group's customer-first approach helped acquire 75,000 new customers in just one year, earning Forrester's Return on Integration Honors Award at B2B Summit North America" - Tim McCourt, Head of Equity Products, CME Group (Source: Forrester)
"The strategies I've learned from this newsletter have helped me boost customer retention by 20%. It's a must-read for any SaaS business." - Mike D., SaaS Founder
🔒Exclusive: The Success-First Implementation Guide
Knowledge is great.
But action is what you need to succeed.
So let's break down how you can actually do it in practice: