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The Customer Journey Stages Nobody Maps
Most customer journey stages describe what happens to a buyer, not what the buyer learns. Add the inner journey, Learn, Certify, Champion and Connect, and your journey analytics start to explain outcomes.
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Posts tagged Champion
Certified Density: The Customer Success KPI Your Dashboard Does Not Track
Two accounts with the same health score can have very different futures. Certified density, the count of credentialed practitioners per account, tells you which one will expand.