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1,567 Posts by denispombriant
1,567 Posts by denispombriant
Q6. No. People still act & react counter-intuitively. Analysis can only take you so far, but, with analysis & intuition, HOW FAR? #CXMChat
There's a thought!-RT @johnayers:Q4-GOOB "get out of building" & talk to customers as well as looking at the hard data, analytics. #cxmchat
Q4 It’s easier to measure the value of specific campaings than it is establish a verifiable link back to the mapping process itself #cxmchat
#Cxmchat - CMSWire CXMChat: Building Customer Communities
twubs.com/Cxmchat
@DenisPombriant Monitoring social feedback and responding is part of CX, therefore important #CXMchat #Cxmchat http://t.co/EksJ6A6PCx
Q2 Customer journey maps should include post sales activities, customer success, + how sales & CS also interact #CXMchat
Think of having Plans A, B and C - but realize that you cannot control customer behavior and be ready to pivot instantly #Cxmchat
Q2 - that said, you can never draw a map and expect it to be followed. It shows potential, but must evolve as biz needs change #Cxmchat
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