Intro to GreenRope's Customer Journey Mapping Tool
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This document provides an overview of customer journey mapping. It discusses why customer journey mapping is important, key ways to get started with mapping including getting the right perspective, identifying holes in current processes, and opening communication between departments. It also covers how to create a customer journey map using GreenRope software and best practices for mapping including having a clear beginning, middle, and end for each journey.
Intro to GreenRope's Customer Journey Mapping Tool
- 2. Hello!My name is Madison Potter! I am the Marketing Specialist at GreenRope. You can find me at madison@greenrope.com and/or @GreenRope on Instagram! 2
- 3. Agenda ⢠What and why itâs important ⢠Ways to increase effectiveness and get started ⢠Creating a customer journey ⢠How to trigger this for contacts ⢠Conclude with best practices ⢠Questions
- 4. âA Customer Journey Map is a visual representation of every touchpoint that your customers have with your brand. 4
- 5. Slide Title ⡠Idea 1 ⡠Idea 2 ⡠Idea 3 5
- 6. Slide Title ⡠Idea 1 ⡠Idea 2 ⡠Idea 3 6
- 7. 7
- 8. Why itâs important ⡠Client relationships are complex ⡠Many opportunities for engagement ⡠Understand lead and client paths ⡠Personalize and streamline efforts ⡠Better brand consistency 8
- 9. 1. Get the right perspective 2. Identify holes in current processes 3. Bridge gap between sales, marketing, and operations 4. Personalize lead/customer experience effectively Key ways to get started 9
- 10. 1. Itâs About Perspective Visualize your customer experience through your customersâ eyes 10
- 11. 1. Itâs About Perspective Visualize your customer experience through your customersâ eyes Does each lead experience the same customer journey? 11
- 12. 1. Itâs About Perspective Visualize your customer experience through your customersâ eyes Does each lead experience the same customer journey? Or are they different based on demographic and behavioral factors?12
- 13. 2. Identify Holes In your current processes and fill them in with effective touchpoints 13
- 14. 2. Identify Holes In your current processes and fill them in with effective touchpoints Customer mapping helps identify: ⡠where your company is falling short ⡠where the siloes exist 14
- 15. 2. Identify Holes Your customers want a seamless experience with your company 15
- 16. 2. Identify Holes Your customers want a seamless experience with your company Example of âmissing interactionsâ: ⡠Lead nurturing emails ⡠Add/remove from group ⡠Triggering a workflow (followup?) 16
- 17. 3. Open Communication Bridge the gap between sales, marketing, and operations 17
- 18. 3. Open Communication Bridge the gap between sales, marketing, and operations Siloed organizations are limited in ability to create seamless and consistent customer experiences 18
- 19. 3. Open Communication Customer journeys are a flow chart of different steps the client/lead will go through 19
- 20. 3. Open Communication Customer journeys are a flow chart of different steps the client/lead will go through No department left behind 20
- 21. 4. Personalize Experience Not every customer goes down the same path, streamline effectively 21
- 22. 4. Personalize Experience Not every customer goes down the same path, streamline effectively ⡠Do you have multiple services? 22
- 23. 4. Personalize Experience Not every customer goes down the same path, streamline effectively ⡠Do you have multiple services? ⡠Is it one main service with intent to up-sell later? 23
- 24. Creating Your Customer Journey Inside GreenRope 24
- 25. Place your screenshot here 25 ⡠Free, log-in via LinkedIn ⡠Not a GreenRope User ⡠Build out touchpoints externally before setting up automation JourneyFlow.co m
- 26. Project Management 26 Journeys are not group specificQuick Note:
- 27. Project Management 27 ⡠Decision Creates logic for personalization based on actions taken, filters created, group assignment, etc. ⡠Delay Wait an amount of time, or for an action to take place, before proceeding with journey ⡠Action What do you want to happen at this step (send email, trigger workflow, etc.) ⡠Stop Always end a journey to get reliable analytics and tracking Objects to use:
- 28. Project Management 28 When saving your journey, select the âSave as newâ option to create a duplicate with the new changes Quick Note:
- 30. Starting Contacts on your Journey Setting up the triggers 30
- 31. Manually start a single contact 31 ⡠Most basic option ⡠Trigger within âActionsâ drawer ⡠Or within contactâs record
- 32. Manually start a single contact Start the entire group 32 ⡠Most basic option ⡠Trigger within âActionsâ drawer ⡠Or within contactâs record ⡠Be inside the right group ⡠Done within journeyâs dashboard > âActionsâ drawer
- 33. Trigger journey with workflows 33 ⡠Attach to other automation ⡠Can start, pause, or stop contact on specific journey
- 34. Use drip campaigns Trigger journey with workflows 34 ⡠Reaches specific timeframe, delay, or point in drip sequence ⡠Attach into workflow to trigger ⡠Attach to other automation ⡠Can start, pause, or stop contact on specific journey
- 35. Best Practices 1. Always have a beginning, middle, and end âś Where are they coming from? âś Always end journey for accurate tracking and analytics 35
- 36. Best Practices 1. Always have a beginning, middle, and end âś Where are they coming from? âś Always end journey for accurate tracking and analytics 1. Connect all of your stages together âś Map out effective touch points 36
- 37. Best Practices 1. Always have a beginning, middle, and end âś Where are they coming from? âś Always end journey for accurate tracking and analytics 1. Connect all of your stages together âś Map out effective touch points 1. Journeys are not group specific âś How are you triggering contacts on journey? 37
- 38. Q&A Do you have questions? Simply type them into the Q&A in your Zoom control panel. We will answer questions in the order that they come in. This webinar was recorded and will be sent to you with the slides. 38
- 39. Contact Us Have more questions or need more help? Contact us! Support Email: support@greenrope.com Phone Number: 442.333.7577 Website: www.greenrope.com Thanks for being a part of GreenRope and check www.greenrope.com/webinars to see what weâve got in the pipeline. 39
- 40. Thank You! 40 From all of us at GreenRope,