Best practices Customer Experience Journey mapping White Paper 
Education Services Group
JUNE 21, 2018
While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Because we said so!
Totango
AUGUST 23, 2022
Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy.
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Callminer
APRIL 20, 2018
Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Adopt Technologies That Align with Your Customers’ Expectations.
COPC
NOVEMBER 5, 2021
hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. Did you know COPC Inc.
Education Services Group
MAY 11, 2018
That’s where the cavalry, more commonly known as virtual Customer Success Managers (vCSM), comes in. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. A more agile business model.
Education Services Group
MAY 25, 2018
However, much of the time we find these organizations and teams operating in silos – ultimately creating a disjointed customer experience. We can hardly fault CS teams for losing their way in a young industry strapped for resources just as much as it is experience. Skipping the development of a customer journey map.
Education Services Group
APRIL 25, 2021
.” That’s what is so great about Customer Success. There are always opportunities to improve and iterate, ways to make your customer experience better, more streamlined. In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing.
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