TLDR: Customer Experience is a holistic approach that covers every touchpoint your customer has with you. You should be constantly vigilant in verifying that every touchpoint is always working.
TLDR: If you’re like many folks in Customer Success, you spend most of your days working with key stakeholders at your customer accounts. People like business sponsors, department leaders, admins and projects managers.
Suddenly, the week is over and you haven’t spent a minute with the actual users of your product.
If you believe – as I do – that product adoption is the most important driver of customer retention and growth, then it’s important to confront this reality.
TLDR: There isn’t a single customer journey. There are many journeys. Because every customer takes her own journey, no matter what we want them to do.
How do you balance your desire to “standardize” the customer journey with the desire of your customers to be treated individually? Here are three things to consider. Continue reading
TLDR: Time to stoke the fires of debate. I’m going to argue that Customer Experience Management (CX) and Customer Success Management (CSM) are the same thing.
Or, they should be. Continue reading
There’s a lot of talk these days about the “customer journey” and the need to define yours. Customer journeys can be a great way to lead your customers on a path to success. Continue reading