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Providing a Joined Up Customer Experience

A discussion on the importance of ensuring customers receive continuity of service between the different people, functions and departments that interact with them as they undergo their customer journey, in order to ensure the best possible level of CX (customer experience). Defining the Customer Experience Providing a Seamless Customer Experience [...]

Information to Research Part One

First of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to customer, solution, outcomes and the customer's initiative. Information to Research: Customer Information to Research: Solution Information to [...]

Information to Research Part Two

Second of two parts of a discussion about what types of information or data a customer success manager should consider research and documenting when faced with a new customer engagement. This part covers information relating to stakeholders and capabilities. Information to Research: Stakeholders Information to Research: Capabilities

The Customer Research Checklist Tool Part One

First of four parts of a discussion about how to use the Customer Research Checklist Tool as a template for performing preparatory research for a new customer engagement. This part provides an overview and discusses the Customer tab. The Customer Research Checklist Tool: Overview The Customer Research Checklist Tool: Customer Tab [...]