Mastering the Art of the Outcome: How Guru Turned Customer Success Into a Company Cornerstone

firstround.com

"Guru’s approach to proving customer outcomes is meticulously quantified, rigorously unambiguous, and integrated into every facet of the company. From defining the market and designing the product, to communicating success metrics to customers and employees alike, Guru has been built on the goal of mastering the art of the outcome. “For us, ‘success’ means being able to tell a customer that Guru’s resulted in a 20% reduction in handle time and a 34% reduction in repeat questions for their sales team,” says Nucci. In this exclusive interview, Nucci shares how a doggedly results-oriented ethos shaped Guru’s strategy from Day 1. He lends founders a page from his playbook for mastering the art of the outcome, sketching out the steps he takes to prove value to each client from the first conversation and sharing the strategies he uses to cultivate an outcome-oriented culture across all teams."

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