Improving the customer experience should be an ongoing company focus, not just a sporadic effort. Technology product marketers should take four foundational steps to build a process and inspire a culture of continuous improvement driven through the customer success management function.
- Assist Customer Success Management With Driving Customer Experience Improvements
- Use Customer Journey Mapping to Explore How to Improve the Experience
- Develop a Customer Experience Roadmap
- Develop KPIs to Measure the Success of Initiatives and Influence Continuous Improvements
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