In a customer hub matrix role, Customer input and implementation will be your two biggest challenges. You may be closer to the customer, so making sure your partners take the customer into account in their decision-making is key. Developing strong partnerships will mean inclusion in decision-making, which will provide you a window to make sure the customer voice is heard. In implementation of decisions you have made, make sure they understand the “why,” especially from a customer’s perspective. They may be removed from direct, frequent customer contact, so don’t assume the “why” is obvious to them.