Customer Change Customer Insights Customer Journey Mapping Customer Satisfaction 
Education Services Group
MAY 23, 2022
Harvard Business Review explains the issues that can arise when the two roles are confused: “[CSMs] straddle the gap between service and sales, between company interest and customer interest, and between product expertise and customer insight. 5 things to remember for your customers. Change is hard (in a different way).
Pointillist
JUNE 7, 2021
Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping. While organizations are measuring customer experience KPIs, they lack the means to connect these metrics to business outcomes. Top organizations are 5.9X CJXM21 #CustomerJourneyAnalytics Click To Tweet.
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