Feb. 6, 2020 | Podcast

This is CX, Episode 55: Come together: The merging of customer experience and customer success

Paul and Mike are joined by Neil Jane, a director in West Monroe's M&A practice and customer success (CS) subject matter expert, to begin a mini-series focusing on the merging of customer experience and customer success

They discuss the reasons behind the rise of Customer Success, the key KPIs and metrics used to demonstrate the value CS can deliver to the organization, and the similarities and differences of the key building blocks of these two disciplines, including:

  • The need to understand your customers
  • An agreed-upon strategy
  • An ability to govern and operationalize within the organization
  • The required structure to execute
  • The mindset and cultural shifts needed to ensure long-term success


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