In this episode of FrameworkFocus, VP of Customer Success Jackie Maitland is joined by Eric Fernandez and Dustin Harbison to explore the full customer journey at SoftWriters—from first engagement through implementation, account management, and long-term growth. Together, they share how collaboration, transparency, and continuous feedback shape a partnership built for lasting success in the long-term care pharmacy space.

In this episode of FrameworkFocus, VP of Customer Success Jackie Maitland is joined by Eric Fernandez and Dustin Harbison to explore the full customer journey at SoftWriters—from first engagement through implementation, account management, and long-term growth. Together, they share how collaboration, transparency, and continuous feedback shape a partnership built for lasting success in the long-term care pharmacy space.

Mapping the Customer Journey | FrameworkFocus™

Pharmacy Podcast Network (PPN) is the world’s largest network of podcasts dedicated to the pharmacy professional and industry insiders. Our content is about dynamic people in the pharmacy industry making a difference and delivering the best pharmacy care. We have over 40+ podcasts with thousands of interviews.  Pharmacists are the cornerstone of healthcare, and the PPN reflects that. From Community, LTC, Specialty Pharmacy to Drug Development, Government policy and DigitalHealth, we cover it all. Partner with us to connect with thousands of daily listeners and find the right pharmacist across various specialties and topics, ensuring your products and services resonate where it matters most. We build strong audio brands through Pharmacists who see patients almost 9x more than primary care.

Join the home of the O.G. Pharmacy Podcast &amp; discover our newest development: Evidence-based Podcasting, the first CME supplement in podcast form that's truly peer-reviewed. The future of podcasting education for Providers is "Evidence-based Podcasting" (TM) and we're building a peer-review board, reach out to us: Publisher @ Pharmacy Podcast dot com. 
 PPN is a division of RxPR, LLC. Copyright 2026

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Pharmacy Podcast Network (PPN) is the world’s largest network of podcasts dedicated to the pharmacy professional and industry insiders. Our content is about dynamic people in the pharmacy industry making a difference and delivering the best pharmacy care. We have over 40+ podcasts with thousands of interviews. Pharmacists are the cornerstone of healthcare, and the PPN reflects that. From Community, LTC, Specialty Pharmacy to Drug Development, Government policy and DigitalHealth, we cover it all. Partner with us to connect with thousands of daily listeners and find the right pharmacist across various specialties and topics, ensuring your products and services resonate where it matters most. We build strong audio brands through Pharmacists who see patients almost 9x more than primary care. Join the home of the O.G. Pharmacy Podcast & discover our newest development: Evidence-based Podcasting, the first CME supplement in podcast form that's truly peer-reviewed. The future of podcasting education for Providers is "Evidence-based Podcasting" (TM) and we're building a peer-review board, reach out to us: Publisher @ Pharmacy Podcast dot com. PPN is a division of RxPR, LLC. Copyright 2026

Pharmacy Podcast Network (PPN) is the world’s largest network of podcasts dedicated to the pharmacy professional and industry insiders. Our content is about dynamic people in the pharmacy industry making a difference and delivering the best pharmacy care. We have over 40+ podcasts with thousands of interviews.&nbsp; Pharmacists are the cornerstone of healthcare, and the PPN reflects that. From Community, LTC, Specialty Pharmacy to Drug Development, Government policy and DigitalHealth, we cover it all. Partner with us to connect with thousands of daily listeners and find the right pharmacist across various specialties and topics, ensuring your products and services resonate where it matters most. We build strong audio brands through Pharmacists who see patients almost 9x more than primary care.

Join the home of the O.G. Pharmacy Podcast &amp; discover our newest development: Evidence-based Podcasting, the first CME supplement in podcast form that's truly peer-reviewed. The future of podcasting education for Providers is "Evidence-based Podcasting" (TM) and we're building a peer-review board, reach out to us: Publisher @ Pharmacy Podcast dot com.&nbsp;
 PPN is a division of RxPR, LLC. Copyright 2026&nbsp;

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Mapping the Customer Journey | FrameworkFocus™

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