Customer Journey Map Template
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1) The document outlines various touchpoints and metrics for customers at different stages of the customer lifecycle from pre-sales to support. 2) It identifies frustration sources for customers such as only receiving calls near renewal time and slow ticket responses. 3) Recommendations are provided to address the opportunities including hiring a customer marketing manager, improving the free trial experience, and creating a deployment playbook.
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Customer Journey Map Template
- 1. TOUCH POINTS & SCORECARD Renewal discussions Customer Care Calls Customer Nurture Emails User Forum Onboarding (21-35 days ) LIFECYCLE STAGE METRICS FRUSTRATION S - Health Score - NPS - Churn % • Why only call us just prior to renewal? • Why so slow responding to tickets? • Your user portal is not intuitive Improvement Opportunities 1. Hire customer marketing manager 2. Start tracking ticket response metrics 3. Increase frequency of check-ins Customer Journey Map Recommendations Education (14-21 days) Support (Lifetime Average = 4 years) Pre-Sales (30-90 days) Customer Experience Admin training Team training Documentation - Key Feature Usage % - Health Score - Seat Utilization % • End users struggling • Help center hard to use 1. Re-launch end-user training 2. Evaluate help center Search feature Technical team Business / goal setting Free Trial Guide Free Trial coach/nurture - Days to Deploy • Deployment doesn’t match pre- sales promises • Free trial confusing 1. Better Sales and CS alignment 2. Improve free trial walk-through - Opportunity Win % - Sales Sat Rating Sales calls Free Trial Website • Lack references • Lack documentation • Deployment appears complex 1. Create deployment playbook 2. Reference program