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Defining the Stages of the Customer Journey Map: Awareness
A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew). It’s an important tool […]
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The Customer Success Maturity Model Part 2: “Operationalize” Capabilities (Constructing Your CS System)
Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – […]
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