CS100 Summit 2019 - Jim Kalbach - Jobs to be Done Strategy in Customer Success

Jim Kalbach, Head of Customer Experience at MURAL, talks about how the jobs to be done (JTBD) concept can provide a lens through which we can understand what success truly means to customers. Made popular by business leader Clayton Christensen, the basic principle is straightforward: people “hire” products and services to get a job done. Understand the job and you’ll then be able to provide products and services people really want. Learn more about ClientSuccess and it award winning customer success management solution at Learn more about the CS100 Summit at