Providing a Joined Up Customer Experience
A discussion on the importance of ensuring customers receive continuity of service between the different people, functions and [...]
Tenet Fourteen: The CSM should Do as Little as Possible – Ideally Nothing at all
A discussion on the last of fourteen tenets (or principles) of customer success management, as laid down in Chapter One [...]
Designing Multiple Customer Journey Personas
A conversation with Alex Mead. Alex is a Customer Service Experience expert, with global transformation success and achievement across a [...]
Should Customer Experience Own Customer Success?
A conversation with Jeff Sheehan. Jeff is an ex military helicopter pilot turned technology professional, who describes himself as a [...]
The Customer Success Handover
A discussion about the importance of CSMs receiving a high quality handover at the start of any new customer engagement [...]
Providing a Joined Up Customer Experience
A discussion about the importance of providing a seamless (or joined up) customer experience as customers move through their journey [...]
