Visualizing Customer Success
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The document discusses the importance of mapping the customer experience using visual techniques to enhance customer success. It emphasizes starting with the customer journey rather than technology and highlights various visual tools such as customer journey maps, account maps, and success plans. The use of external displays aids in understanding relationships and alleviates cognitive load.
Visualizing Customer Success
- 1. MAPPING THE CUSTOMER EXPERIENCE: Visualizing Customer Success
- 3. • Mapping experiences • Visual techniques for CS • Examples • Discussion
- 4. You’ve got to start with the customer experience and work back toward the technology – not the other way around. 1997
- 13. Customer Journey Maps Experience Maps Service Blueprints Mental Model Diagrams Ecosystem models … ALIGNMENT DIAGRAMS
- 14. Point of View Focus Scope Structure Frame the Effort
- 15. Externalizing information offloads working memory demands, and allows us to see relationships. An external spatial display compensates for an internal capacity limitation. DR ANJAN CHATTERJEE @JimKalbach
- 16. @JimKalbach
- 17. @JimKalbach
- 24. EXAMPLES 1. Customer Journey Map 2. Account Map 3. Success Plan 4. Impact Stories
- 25. What other CS outputs could be visualized?
- 27. Thank You