The Last Word: Sentiero Ventures’ David Evans On Why Jeff Bezos’ ‘Customer Obsession’ Is a Good Idea for Startups

Everyone in the company is responsible for customer success, not just people with that title.”

David Evans
Managing Partner 
Sentiero Ventures
.…on why Jeff Bezos’ “customer obsession” is a good idea for startups, via LinkedIn.

“Everyone by now has seen the video of Jeff Bezos just repeatedly saying ‘customer’ and his customer obsession is a well known part of Amazon lore,” Evans wrote today in a LinkedIn post. 

But what amazes me is how few companies think about customer success as a core function and just something ‘we have to do once we get bigger,'” he adds.

Evans believes Bezos’ customer obsession is a “key” lesson every startup should take to heart:

“Before a company is big enough to have a full time person or team, this is how you’re going to manage it: by the entire team imbuing customer empathy into what they do.”

Evans then links to a long, insightful article from the VC-run publication First Round Review called “21 Ways To Shore Up Your Customer Success Org.” 

The article’s intro includes this advice for startups: “When the growth-at-all-costs mentality gives way to efficiency, companies (especially those in the  SaaS world) will find that a sturdy and expertly built [customer service] org can help answer the ‘Which customers do I prioritize?’ question—and might just be their secret weapon to staying afloat.”

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R E A D   N E X T

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  • Seven new members of the Dallas Entrepreneur Center's fiduciary board were announced by The DEC Network Board Chair Tim Hill. The nonprofit said that the new members bring a wealth of experience and knowledge in various industries and will be instrumental in helping it achieve its mission of helping entrepreneurs start, build, and grow their businesses. The following individuals have been named to the board of directors: Bryan Robert, VP, Veritex Community Bank Chase Murphy, Tax Partner, Baker Tilley David Cherrie, CEO, Arcade Hayden Meredith, VP Technology & Disruptive Commerce, JPMorganChase Ichan Stall, Founder, Entrepreneur, Angel Investor, and Mentor       Keith…

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