From the course: Engagement Preparation Best Practices for Customer Success Management
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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…
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