Overview
One of the big trends in business is managing the customer relationship. That is, to be competitive, it is no longer viable to have just a good product. Truly successful businesses manage the customer relationship.
Topics
- Customer Journey (Experience)
- the customer journey represents the interactions that the customer goes through with your firm and product in the course
of discovering, purchasing and using the product.
- Mapping - mapping the customer journey can help to understand how a customer interacts with your product or service. (see Journey Mapping)
- Modeling - discusses ways to create a statistical model of the customer journey.
- Managing Customers and Leads - typically involves breaking the sales journey into a set of funnels.