Description: Technology, Photography, Missiology, & Me.
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I felt it important to press the pause button (yes, after only three posts) and unpack my motivation for beginning to write about the world of Customer Success (CS). This will hopefully lay the foundation for future posts and will provide some context for the thoughts I expressed in the last three articles.
A Customer Journey does not equal a User Journey. I have experienced teams that use the terms interchangeably and teams that have a working assumption that they are the same, certainly in practice. I’ve also experienced CS teams that do not ever use or refer to a User Journey . It’s as if the term doesn’t exist at all. But rarely have I found an organization that sees the two as distinct yet related.