If you believe, as Rubicon does, that excellent sales and marketing revolves around meeting customers’ needs, then this article will develop how that belief can guide the work of you and your team. “Knowing your customer” is not, of course, a new idea in marketing. Today’s market landscape is characterized by pressure for high-volume, reduced transaction costs and e-commerce, ever-increasing specialization in products and needs, and shortened product life cycles. In this context, we are pressured to rely on impressions or memories or articles in the Sunday paper — anything that saves time — to provide a portrait of the customer. Following our beliefs, however, reminds us that it is more necessary to invest the time and energy in meeting, learning and understanding our customers. We want to get so close that the team can explain who the customer is, as a name, a place, and a voice — and know what the customer needs, and think about connecting points to help finish the route-to-market puzzle.