by Annette Franz | Oct 13, 2021 | customer experience, customer success, Forbes, Uncategorized
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996, when Vantive, a CRM vendor, realized that their system had a failure rate so high that it drove customers away and sealed the...
by Annette Franz | Jun 16, 2021 | customer experience, customer success, digital, Uncategorized
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references....
by Annette Franz | May 12, 2021 | customer experience, customer success, productivity, Uncategorized
There are so many different customer experience roles these days that I wrote a post a few months ago called “Customer [Insert Term Here]: What Do They All Mean?” In the past, I’ve written a few times about the difference between customer experience and customer...
![Customer [insert term here]: What Do They All Mean?](https://cx-journey.com/wp-content/uploads/2021/01/business-5779840_640.jpg)
by Annette Franz | Jan 27, 2021 | account management, automation, customer experience, customer improvement, customer service, customer success, technology, Uncategorized
Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size,...
by Annette Franz | Oct 11, 2018 | customer experience, customer success
Image courtesy of PixabayTime to tackle another differentiation!Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I’m going to see if I can do justice to the differences between customer...
