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