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When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” ” He meant that no employee did only one thing, like be an engineer or a sales associate.
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journeymap (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journeymapping practices. B2B journeymapping is more complex.
CX software: Digs deeper into analyzing customer feedback, pinpointing customer pain points, and orchestrating improvements across all channelsnot just at the lead or deal stage. We hunted for platforms that turn feedback into action and scale with your ambitions. Why Would You Need CX Software? No more Oops, we missed that email!just
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