Stages of CUSTOMER JOURNEY MAPPING
1.3 هزار بار بازدید -
3 سال پیش
-
#customerjourneymapping
#customerjourneymapping #customersuccess #csmpractice
Plotting a customer journey map helps companies gauge how their customers engage with their products or services. A customer journey doesn’t end with the onboarding process, so it is important to continue tracking and guiding your customers until they achieve their Aha! moments in their purchase journey and beyond. So, what are the stages of a customer journey map?
In the first two parts of this webinar hosted by UserIQ, with Irit Eizips, CCO and CEO of CSM Practice, and Brian Nicholls, Vice President of Customer Success at UserIQ as guest speakers, you’ve learned what a customer journey map is and what could possibly happen if you over-complicate your customer journey map.
As a continuation to this webinar series, Brian walks us through the five stages of customer journey mapping, from your first interaction with your customer to the stage where you convert them into advocates of your company. Brian discusses the activities involved in each stage and the inherent risks. He also shares some strategies on how to leverage each phase to make the customer journey successful.
When creating a journey map, Brian recommends having a singular end goal and creating a template that suits your organization’s needs. He also demonstrates how to keep your onboarding as simple as possible and how to properly interact with your customers at every stage of the customer journey.
Watch the full video to learn more:
00:00 Intro
01:58 Activities Involved in Every Stage
02:49 Creating a Template
07:07 Simplifying Onboarding Process
12:25 Adoption
15:41 Retention
17:43 Expansion
21:16 Advocacy
Special thanks to USERIQ for hosting this webinar:
To watch the other parts of this webinar. Please see the links below:
Why do you need a Customer Journey Map?
• Why do you need a CUSTOMER JOURNEY MAP?
Don’t Over-complicate your Customer Journey Map
• Don’t Over-complicate your CUSTOMER J...
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Additional Resources
⏬ FREE DOWNLOAD: Customer Value Journey map template:
www.csmpractice.com/customer-value-journey-map-sam…
📑 Read this blog: How To Build Your Customer Success Journey
www.csmpractice.com/how-to-build-your-customer-suc…
🎥 Watch this video: The Process of Developing a Customer Journey Map for Customer Success: bitly.ws/cUzy
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Need help creating an effective customer journey map?
CSM Practice can help you map out the actions you need to take to better understand the needs of your customers and figure out how you can help them solve their pain points.
Learn more about our customer success strategies: www.csmpractice.com/services/customer-success-stra…
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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
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3 سال پیش
در تاریخ 1400/08/12 منتشر شده
است.
1,355
بـار بازدید شده