Customer Journey Map

LIFECYCLE Pre-Sales Onboarding Education Support

(Lifetime Average = 4
STAGE (30-90 days) (21-35 days ) (14-21 days)
years)

Customer Experience

Technical team Renewal discussions

Sales calls Admin training
TOUCH Business / goal setting Customer Care Calls
POINTS & Free Trial Team training
Free Trial Guide Customer Nurture Emails
SCORECARD Website Documentation
Free Trial coach/nurture User Forum

• Lack references
• Deployment doesn’t match pre- • Why only call us just prior to renewal?
FRUSTRATION • Lack documentation
sales promises
• End users struggling
• Why so slow responding to tickets?
S • Deployment appears • Help center hard to use
• Free trial confusing • Your user portal is not intuitive
complex

Recommendations

- Key Feature Usage % - Health Score

- Opportunity Win %
METRICS - Sales Sat Rating
- Days to Deploy - Health Score - NPS
- Seat Utilization % - Churn %

1. Create deployment 1. Re-launch end-user training 1. Hire customer marketing manager

Improvement playbook
1. Better Sales and CS alignment
2. Evaluate help center Search 2. Start tracking ticket response metrics
Opportunities 2. Improve free trial walk-through
2. Reference program feature 3. Increase frequency of check-ins