Every business desires to build the ultimate CX business model. You may have a plan to create your first Customer Experience model or perhaps you are in the processing of creating or modifying an existing CX model.  If you are one of the few that already has...

July 9, 2019

                 We have been programmed to service our customers with the mentality of "The Customer is Always Right."  But are they always right?
                What I have found in working with customers is that they focus on...

July 1, 2019

Every Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully.


Success Plan = Realistic Scope + Right Skilled Resources + Achievable Timeline

Let’s look at each element in the formula indi...

Customer Experience goals are determined as part of your Customer Lifecycle model development.  They are the key deliverables and types of experiences you define within each segment of your lifecycle model for each target market. 

The hard part is determining where...

We are hearing more discussions on the Voice of the Customer including new roles created within corporations focused just on this topic.  However, what does it really mean?

As I raise this topic with my clients, I hear different interpretations on what they believe the...

February 28, 2019

                 I believe most of us have worked with customers who were sold on the vision of how our products and services will revolutionize their business only for the customer to realize that they have no idea how to get from where they are today to the vision....

October 22, 2017

Setting Your Customer Success Vision – Part 3 of Three Part Series

There are three elements that should be defined as part of your strategic vision for your Customer Success model:

  1. Customer Success Corporate Climate Shift (Part 1)

  2. Go to Market Strategy by Target...

April 4, 2017

Go to Market Strategy for Customer Success by Target Market

Setting Your Customer Success Vision – Part 2 of Three Part Series

There are three elements that should be defined as part of your strategic vision for your Customer Success model:

  1. Customer Success Corporate...

October 25, 2016

Setting Your Customer Success Vision – Part 1 of Three Part Series

There are three elements that should be defined as part of your strategic vision for your Customer Success model:

  1. Customer Success Corporate Climate Shift

  2. Go To Market Strategy by Target Market

  3. ...

I remember one of the Customer visits a year ago was with a more mature customer who was very demanding and always pushing the limits of innovation within their own company.  However, they were still struggling with internal issues of how to get to operational excellen...

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