“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein), Chief Customer Officer at Box, a cloud content management company that serves about 90,000 customers. In today’s episode, Jon explains how he delivers business outcomes to his customers in a B2B SaaS company, where the relationship between the vendor and the customer is no longer simply transactional, it's a long-term relationship that has to be nurtured over time.
