Comments
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Customer achievement of business outcomes Customer experience Supplier ROI
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I'll drop this here.... Put the right resource, at the right point in your customer journey, that delivers the best experience but in the most cost effective manner. The resource that @Patrick Carmitchel put forward is great. The answer will vary for a $50M born in the cloud startup versus a muti-billion dollar company.…
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@Jaime Farinos - We introduced a new framework called 'Dynamic Engagement' in 2019. The State of Customer Success 2020 takes a look at this in more detail. Also a few of the members will be discussing their version of this at the June 18 Virtual Summit. The Virtual Summit is titled The Next Level of Scaling in Customer…
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@Steven Forth - generally yes, and I agree. There are many pitfalls. Here are some... Mapping for mapping's sake Not doing anything with the CJM Executing inside out versus outside in Trying to map everything (all personas, segments, lifecycle stages, technologies, etc) all at once
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Hi @Steven Forth - The most common CX/CS intersection is what we refer to as 'Operationalizing the Journey'. This combines two practices. The first is execution of the Customer Journey Map. The correct way to think about this is an Outside-In approach by interviewing customers that represent certain personas and…
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Hi @Chris Wright - There is an 8 minute webinar on a CS maturity model. Focus on Phase 2 vs. Phase 3 and 4. In phase 2 there is a matrix managed CX or CS initiative which is often focused on Voice of Customer. This helps cement the Customer culture in your company. It starts to get 'real' in Phase 3 and 4. Biggest insight…
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Hi @Neelu Shaikh - 91% of CSM teams are entirely remote or partially remote. For most the pivot to a completely virtual environment is a non-issue. Where it has comes up is in Hardware or in a Field Service capability that is running Success motions. Could you elaborate with specific examples where you believe CS value is…
