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Episode 21: Aaron Thompson on Customer Journey Mapping and how to avoid the Trough of Disillusionment with your customers
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Jeff is joined by very special guest and keynote speaker Aaron Thompson of SuccessHacker. Covered lots of ground here, including:
- Customer Journey Mapping and Funnel Acquisition
- The Trough of Disillusionment and Buyers Remorse
- The 3 D's of Customer Success
- Retention Starts with Implementation
- Should CSM’s manage the implementation of the project?
- What does an ideal implementation team look like for a SaaS B2b enterprise-focused company?
Also, check out Aaron's post here with some video explanations of the concepts - https://www.linkedin.com/posts/athomps_customersuccess-onboarding-podcast-activity-6825530250747891712-Sv9s
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