Jerry Maguire, A Movie About Customer Success / by Joseph Palumbo

I had a random thought last night: the movie Jerry Maguire is essentially about Customer Success. 

What is my movie about? 

What is my movie about? 

It starts with Jerry's late night epiphany shifting focus from high-volume client acquisition (sales-centric) to providing high-touch and successful outcomes for individual clients (success-centric).

Even the conversation he has with his sole, remaining client (Cuba Gooding Jr.) is about establishing his clients criteria for success. In what became one of many catchphrases from the movie, Jerry and Cuba both shout, "Show me the money!". Meaning Cuba's desired outcome is increased revenue for him and his family. 

Jerry establishing his client's criteria for success. 

Jerry establishing his client's criteria for success. 

A lot of stuff happens in the middle.

Then the movie ends with a Jerry at the helm of a new, successful business model built on better outcomes, not more clients (i.e. sustainability through IB growth, not new sales). 

As an added bonus, the movie also shows the big, established business scrambling to catch up when Jay Mohr's character awkwardly tries to hug one of his clients after being asked, "Why don't we have a relationship like that?" 

Established businesses scrambling to catch up with the new customer-centric business models. 

Established businesses scrambling to catch up with the new customer-centric business models.