It turns out that being a “customer-focused company” is a simple concept that is, in fact, very difficult to realize. It requires a cultural change. Product cultures are built around thinking and organizing like assembly lines: stay in your lane, do your job, then pass it on to the next person. That no longer works. Subscription cultures are about making sure your customer continues to succeed with your service over time, and translating that ongoing value into revenue. And why is creating that subscription culture so hard? Because the same organizational structures that worked in the past are
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