Some things are so necessary to our health that to describe “why they matter” seems ridiculous (e.g. breathing). This is how I feel when I read articles about why the customer experience matters. The fact that such articles are written
Overcoming the Biggest Customer Success Obstacles
Mikael Blaisdell posed a series of compelling questions in The Customer Success Forum that address key obstacles to delivering profitable customer experiences. In my view the main barriers to mutually beneficial customer experiences are: (1) organizational mis-alignment, (2) unreasonable expectations,