Welcome To Golden Gate
We boost the health of your business by attracting and retaining more profitable (greater lifetime value) customers. We accomplish this with focus on your business’ lifeblood: your service or product(s). It is what you monetize in order to sustain and grow. Our approach is different: we look at the bigger business challenges as being cross-departmental – requiring more holistic solutions. Metrics like profit, and also customer satisfaction – or net promoter score – are influenced all across a company. So, effective solutions require a broader inter-departmental view and solution.
In 1994, the term Customer Experience (CX) was coined. We find this better-understood concept to be close to what we focus on. But, due to our product management DNA, we know that you always need to pursue markets, not chase individual customers. Furthermore, we refer to people categories within a market, such as potentials and evaluators prior to them becoming customers. With the universal need to strive for a better CX, Golden Gate is an optimal choice to bring you the expertise to accomplish that.
Ultimately, what you receive are multiple prescriptions (playbooks) that will be implemented by your departments at key touchpoints (CX influencers) with your market (evaluators and customers). These playbooks distill the aligned strategy into actions executed by your departmental teams.
Our key levers are sales/channel, marketing, customer success/delivery and product management – which together generate the points of contact with your market.
Fortunately, product management is already often managed as a more holistic or matrixed role in organizations. This quality correctly responds to the need to impact all departments that influence the success of marketplace participants and subsequently your product. But, more so today, marketing and customer service also need to become similarly matrixed in order to influence the evaluator-to-customer journey as a more integrated, aligned and impacted experience.