Today the SSD community gathered to discover how to build a desired customer experience. While many companies have taken steps to define a remarkable and differentiated journey for their customers, significant gaps often exist between the “as-is” and “to-be” experience. John Zuk, a Principal with Waterstone Management Group, discussed some of the pitfalls that companies face when building the structure and capabilities needed to deliver their desired customer experience as well as accelerators that can help deliver results more quickly.
A guest post contributed by ClientSuccess. ClientSuccess is a customer success management platform that provides actionable insights, rich customer analytics, and best practices that will help you maximize the lifetime value of your customers. Follow ClientSuccess on Twitter @clientsuccess