customer journey map template
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DESCRIPTION
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-templateTRANSCRIPT
PowerPoint Presentation
TOUCH POINTS & SCORECARDRenewal discussions
Customer Care Calls
Customer Nurture Emails
User ForumOnboarding(21-35 days )LIFECYCLE STAGEMETRICSFRUSTRATIONS- Health Score- NPS- Churn %Why only call us just prior to renewal?Why so slow responding to tickets?Your user portal is not intuitiveImprovement OpportunitiesHire customer marketing managerStart tracking ticket response metricsIncrease frequency of check-ins
Customer Journey MapRecommendationsEducation(14-21 days)Support(Lifetime Average = 4 years)Pre-Sales(30-90 days)Customer ExperienceAdmin training
Team training
Documentation- Key Feature Usage %- Health Score- Seat Utilization %End users strugglingHelp center hard to useRe-launch end-user trainingEvaluate help center Search featureTechnical team
Business / goal setting
Free Trial Guide
Free Trial coach/nurture- Days to DeployDeployment doesnt match pre-sales promisesFree trial confusingBetter Sales and CS alignment Improve free trial walk-through- Opportunity Win % - Sales Sat RatingSales calls
Free Trial
WebsiteLack referencesLack documentationDeployment appears complexCreate deployment playbook Reference program