Merely getting to the sale and figuring out later how to deliver what you sold does not work in a recurring revenue business. Actually, it’s customer success that makes the money now, because they create the experiences for customers around moments that matter.Which moments matter most?In this episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Jacco van der Kooij, Founder of Winning by Design, about building a customer impact journey around moments that matter.Join us as we discuss:Why sales knowledge comes with great responsibilityHow recurring revenue models shift customer experience to customer successWhat the Bow Tie Funnel is and how it affects customer impactWhat the customer impact journey and counter impacts areHow priority has replaced other buying determinantsSubscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.
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