Customer Journey Maps (CSM) and Customer Success (CS) teams are tools you should use to help grow your product and service business. This is critical because products are becoming commodities, and customers look to aftermarket services to differentiate their commercial choices.
Customer Journey Maps (CJM)
According to the Harvard Business Review:
“A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination.”
People create CJMs in all shapes and with varying amounts of information depending on how they will be used. My preference is to make them easy to understand.
Customer Success
To read more about Customer Success and industrial OEMs, see Parts 1 & 2 of a recent Thomas Insights summarized here.
This post first appeared on Thomas Insights on October 15, 2020, and was titled Customer Success vs. Customer Support: What’s the Difference, and Which Should I Prioritize?
About Middlesex Consulting
Middlesex Consulting is an experienced team of professionals with the primary goal of helping capital equipment companies create more value for their clients and stakeholders. Middlesex Consulting continues to provide superior solutions to meet the needs of its clients by focusing on our strengths in Services, Manufacturing, Customer Experience, and Engineering. If you want to learn more about how we can help your organization create more value for your customers by creating and using customer journey maps, please get in touch with us or check out some of our free articles and white papers here.
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