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