EP 103 | Brian LaFaille (Google) - Why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise to increase retention.

Today on the show we have Brian LaFaille, Global Head, Customer Success Strategic Programs at Google.In this episode, we talked about how Brian is navigating customer retention post the Google acquisition, how both Google and Looker benefited from joining forces, and how they managed and prepared their existing customers for the transition. We also discussed Looker’s explosive growth since joining Google, and why Brian threw out the notion of customer journey maps and replaced it with a ...