From CS led Journeys to Customer led Journeys Part 1 | EverAfter

The customer journey significantly impacts business outcomes. Therefore, it makes sense to focus on optimizing it. This is where Shachar introduces the concept of moving from CS-led journeys to customer-led journeys.
One way to optimize the customer experience is to transition from what Shachar refers to as the customer success-led journey to a customer-led journey. On a CS-led journey, the CSM holds the map for customer success. The CSM guides the customer at each step, deciding timing and direction. However, this can create dependency, slow momentum, and lead to inefficiencies.
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