Traditional Marketing and Sales are becoming obsolete.
Your CUSTOMERS
should be leading profitable growth.
Customers are increasingly
CRUSHING difficult growth objectives.
GO TO MARKET
OnePlus's Customer Community co-created its first phone and evangelized it to the market.
Result: $300M sales in first year; $330 marketing spend.
RETENTION
SAS Canada's "Customer Champions" restored retention rates by organizing 20 live events in 13 cities that drew 2,000 customers.
Result: Retention rates restored from 83% to mid-94-96%. No marketing spend needed.
MARKET SHARE
Zoom relied entirely on natural customer advocacy in its first two years (no marketing spend.) Despite being late to the industry, Zoom's market share today leads all competitors combined.
ACQUISITION
Early Salesforce ($440M rev.) "closed" 80% of prospects at its live events, simply by making it easy for prospects to talk to customers—no sales pitch required.
COSTS
Microsoft’s customer community, led by its "MVPs," cut support costs by $100s M—and improved support satisfaction scores.
INNOVATION
LEGO's 1000+ developer-customers created a robot that could solve a Rubik cube and other monster hits that internal developers couldn't match—a harbinger of Lego's return to profitability and triumph over Sony's internally designed robotics.
ACQUISITION
Early Salesforce ($440M rev.) "closed" 80% of prospects at its live events, simply by making it easy for prospects to talk to customers—no sales pitch required.
COSTS
Many customer communities help to save support costs. But few if any CRUSH such costs like MICROSOFT'S community did under the legendary Sean O'Driscoll. RESULT: $100s of millions of dollars of support costs diverted to the community. Plus, customer satisfaction with the free support improved!
INNOVATION
LEGO's 1000+ developer-customers created a robot that could solve a Rubik cube and other monster hits that internal developers couldn't match—a harbinger of Lego's return to profitability and triumph over Sony's internally designed robotics.
Customers who impact growth can receive huge value in return:
Build My Career
Increase My Reputation & Status
Learn and Grow
Higher-Value Peer Affiliation
Expand My Network
IBM client Wes Hunt:
Super Advocate
+ Rapid Career Growth 
What keeps your customers from crushing growth objectives?
Your Organization is Fighting Human Nature.
- KPIs align poorly with customer needs.
- Marketing, Sales, Support etc. create conflicts of interest with customers.
- Employees struggle to establish empathy and trust with customers.
- Unsurprisingly, Customer Experience initiatives often fail.
Customers-at-risk would rather connect with other customers like them.
Bill Lee can help.
“Bill is a pioneer of the 21st Century Customer Relationship.” Chris Adlard, co-founder and co-author, The Customer Catalyst
Why Bill can help:
Created the categories of Customer Advocacy and Engagement and the metric, Return on Relationship™-the foundations of Customer Marketing.
Built a global community around these concepts, including Apple, Microsoft, Adobe, Box, Marketo, HubSpot, Palo Alto Networks, AWS, SAS, Siemens, Subaru of America and dozens of others using our educational, research and advisory services.
Widely published, including Harvard Business Review with 20+ articles and the seminal book on customer-led growth, The Hidden Wealth of Customers.
HBR articles include: Marketing is Dead, The Hidden Wealth Beyond Net Promoter, Things Customers Can Do Better Than You, The Right Way to Hire Your Customers and several more.
Founded longest running (16 years), most respected customer engagement conference in the world, the Summit on Customer Engagement, held yearly in Silicon Valley.
In 2020, Bill co-founded the Roundtable for a Customer Revolution with eight titans of the customer engagement-like Nick Mehta, Carol Meyers, Jake Sorofman and others. Since then it’s grown into a decade-long movement for revolutionizing and simplifying the customer relationship to achieve Customer-Led Growth.
CLIENTS
Testimonials
Highly recommended. Bill’s Roundtable generated Incredible perspectives from some of the smartest senior leaders and investors in business. His passion for the future of the customer is provocative and inspiring.
Nick Mehta Highly recommended. Bill’s Roundtable generated Incredible perspectives from some of the smartest senior leaders and investors in business. His passion for the future of the customer is provocative and inspiring.
Nick Mehta Highly recommended. Bill’s Roundtable generated Incredible perspectives from some of the smartest senior leaders and investors in business. His passion for the future of the customer is provocative and inspiring.
Nick Mehta Highly recommended. Bill’s Roundtable generated Incredible perspectives from some of the smartest senior leaders and investors in business. His passion for the future of the customer is provocative and inspiring.
Nick Mehta Highly recommended. Bill’s Roundtable generated Incredible perspectives from some of the smartest senior leaders and investors in business. His passion for the future of the customer is provocative and inspiring.
Nick Mehta
The Vision
These are the superpowers your customers can bring,
creating a flywheel that crushes business growth.