SlideShare a Scribd company logo
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

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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