Very soon after joining Disco as VP Customer Success, I learned that each customer has a unique path to achieving an efficient and fruitful discovery process. It’s based on the nature of the matter, the stage of discovery for that matter, and the resources available within and outside the firm—among other factors. So, if we at Disco are to be truly helpful to lawyers and litigation support staff in their journeys, we need to attend to these very specific situations. That means getting customers the right information, at the right time, and in a way that suits each person’s unique needs.
After spending the past 20 years helping organizations of all sizes build long-lasting, high-value customer relationships, I’ve learned that service is meaningful when you 1) truly understand the customer’s commitments and challenges; 2) ease their day-to-day job in some way; and 3) make a genuine impact on their business.