Should you be a Lighthouse or a Lamp #accountmanagement #customersuccess

28 Mar 2024 · 1 min

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Jermaine Edwards contrasts two approaches to customer guidance: lamps only light what's obvious right now, while lighthouses map the full journey ahead and highlight risks. Account managers should be lighthouses, helping customers move forward with greater certainty.

Chapters

So for you and your customers, how often do you show up as a lamp, simply illuminating what's obvious and in front of the customer? And how often do you show up as a lighthouse, illuminating the full journey of how to get home, the risks in front of your customer, so they can safely and with reduced risk and greater certainty, greater confidence, move with you in the right direction to a place that they would feel certain and confident in? That's a question, a really legitimate thing that you should consider, because our conversations are just limited to today, or even a week, or even a month, 6 months, 12 months. I'd submit to you that's still a lamp-like behavior. I want you to think about the full journey of where your customer is really trying to go. That