Customer value mapping is an established concept and has various definitions. Unfortunately, many companies get lost with customer value mapping. Too often, the exercise becomes entirely focused on a ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Process mapping is a vital technique for visualizing and understanding business processes. It allows you to outline each step involved in a workflow, effectively transforming the invisible into the ...

SaaS companies are founded in a product/service, which is obvious. Selling, contracting, and documenting the customer data, however, is not always easy. Take the time to evaluate the sales ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...

Customer success is about anticipating client needs and exceeding them. At FourKites, customer success managers (CSMs) are the professionals dedicated to such a practice. And when it comes to supply ...

In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

The relatively new business function known as Customer Success started out as a support function, but it's now evolving into a key tool for maintaining and expanding revenue. That's the view of ...

DR: Each year, B2B Marketing runs something called the Trend Tracker. Basically, this is a survey that seeks to understand what specific areas B2B marketers will be focused on in the year ahead. In ...

Flowchart vs. process map, what do you choose to use? When it comes to mapping out a project, you’ve got several choices on how to visualize them. If you’ve had trouble deciding on a format for your ...

It’s easy to say things like “We’re customer obsessed,” but statements like that are hard to actually execute. In many companies, the product and customer success teams are separate entities, and when ...