Unless you’re selling cotton candy at a fair, the touch-points in your customer experience will cross departments. But that begs the question — who owns the customer experience, and who’s responsible for customer success? Join Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, as she explains how to make customer success part of your DNA. Tiffani identifies three broad areas for improvement: 1. Identify who is responsible for performance across the many parts of the customer journey; 2. Adjust what is being measured [to do what/for what purpose]; and 3. Determine how to align around those metrics. Follow these steps and you’ll free up your sales managers and move the entire customer experience in the right direction.

There's a lot of technology fatigue out there. How do we get individual contributors to believe that it is really different this time?”

Tiffani Bova | Global Customer Growth & Innovation Evangelist, Salesforce
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