I’m a principal customer success manager here at Citrix, and I work directly with internal stakeholders, customers, and partners to understand how they use Citrix’s products and services by understanding the underlying why, what, and how. That might sound familiar. This idea — the Golden Circle from author Simon Sinek — is helping me find my purpose as I look for new ways to succeed. Each day it gives me new perspectives on interactions with the people in my personal life and at work, with the customers and partners I serve.
When the why, what, and how are in synch, it helps make decision making easier and enables a stellar end-user experience. Our Citrix Customer Success Management teams lead by listening, prioritizing the unique goals and outcomes of each customer and partner who relies on our technology and services.
Let’s take a quick look at each component of the Golden Circle:
- Why? This is the core question. It helps us to understand purpose and to align with the goals of our customers and partners to pursue mutually agreed business outcomes.
- How? This is the process for for achieving outcomes we outlined in our why.
- What? This is the service provided to achieve the outcomes in our why.
The Approach in Action
What does this look like in practice? Our Citrix Customer Success Managers’ “Golden Circle approach” includes:
- Designing a tailored plan for customers’ and partners’ specific needs and requirements
- Sharing leading practices, resources, and guidance on cloud technologies
- Helping maximize end-user adoption and achieve business and IT milestones
- Applying analytics and metrics to evaluate outcomes and make sure you stay on track
- Suggesting ways to optimize the value of Citrix technologies, such as adding new use cases and adopting new product features
This approach helps our Citrix Customer Success Management team inspire action, drive value, and demonstrate our passion for partner and customer success. Learn how you can fuel your success with our Customer Success Services programs.
—Rena Agnew, Principal Customer Success Manager
