From the course: Engagement Preparation Best Practices for Customer Success Management
Unlock the full course today
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Providing a joined-up customer experience
From the course: Engagement Preparation Best Practices for Customer Success Management
Providing a joined-up customer experience
(upbeat music) - What is a Joined Up Customer Experience? Put simply, it's one where the customer doesn't experience any issues around continuity of the quality of service being delivered to them as they undergo their customer journey with your company. To step back briefly for one moment, let's first define what is meant by a customer journey. The customer journey is the sum of everything that customers experience as they go through the process of engaging with your company to understand what your company offers, explain their requirements, select the solution, negotiate the price and any details around customization or professional services, wait for the solution, receive the solution, install and configure the solution, prepare employees for using it, receive help and support with any issues arising from using it, and finally actually using the solution to generate value. Now let's also define what is meant by…
Contents
-
-
Overview of preparing the customer success manager2m 49s
-
(Locked)
Providing a joined-up customer experience5m 15s
-
(Locked)
Sources for researching customer information5m 2s
-
(Locked)
Selecting and validating customer information4m 40s
-
Information to research, part 17m 14s
-
Information to research, part 26m 14s
-
-