Kristen and Russell review an HBR article titled “What You’re Getting Wrong About Customer Journeys”, by Ahir Gopaldas and Anton Siebert. This article focuses on a customer journey framework created by the authors called the Customer Journey Matrix.
We'll be taking a break from books for a bit and reviewing magazine articles. If you have any suggestions for books to be featured on RFS, please let us know! Be sure to subscribe and share RFS with other Customer Success professionals.