by Annette Franz | Aug 16, 2023 | customer experience, customer success, offboarding, Uncategorized
Last week, in the first article of this two-part series, I wrote about the concept of customer off-boarding, the opposite of customer onboarding. This week’s article will cover who’s responsible for it, if it makes sense to automate it, and how to design a...
by Annette Franz | Aug 9, 2023 | customer experience, customer success, offboarding, Uncategorized
In the last couple of weeks, I shared a two-part series on customer onboarding: The Benefits of Proper Customer Onboarding and Design Considerations For Your Customer Onboarding Process. Onboarding your customers is an important thing to do, but what about customer...
by Annette Franz | Aug 2, 2023 | automation, customer expectations, customer success, onboarding, Uncategorized
In last week’s post, I wrote about the importance of proper customer onboarding, as well as the benefits of doing it right and the pitfalls of doing it wrong or not doing it at all. In this post, I’ll answer a few important questions, namely: who’s...
by Annette Franz | Jul 26, 2023 | customer experience, customer success, onboarding, Uncategorized
In last week’s post, I wrote about the importance of employee onboarding. No surprise that it’s critically important to success that employees are properly integrated into the organization from the outset. It should be no surprise, then, that it’s...
by Annette Franz | May 24, 2023 | customer experience, customer experience journey, customer journey, customer success, journey map, journey mapping, personas, sales, Uncategorized
This is the second of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
by Annette Franz | May 17, 2023 | customer experience, customer experience lifecycle, customer journey, customer success, journey, journey map, marketing, sales, Uncategorized
This is the first of a two-part series on the various journeys we attribute to different constituents of our businesses. What are they? How do they differ? Why is it important to differentiate? And who needs to be involved and engaged when? That and more can be found...
