Customer Journeys Exercises Leadership Return on Investment 
Seaton CX
MAY 16, 2024
Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience.
Horizon CX
JUNE 10, 2022
The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.
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ChurnZero
NOVEMBER 5, 2021
For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.
ChurnZero
NOVEMBER 5, 2021
With busy Customer Success teams, it can be difficult to pause and reflect on the systems that we use to manage our bustling days, when most of the time, we’re just trying to get through them. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.
Ian Williams
FEBRUARY 20, 2020
If you don’t have a business case in place, if you cannot provide a return on investment, forget about it because the finance director in the business is not going to be interested in having the conversation, so we’re going be covering that in greater depth too. The fourth area is leadership immersion.
Ian Williams
MARCH 19, 2020
In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. That’s just a vanity exercise. FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.
ChurnZero
JANUARY 26, 2021
So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).
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