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.

1. Intro into
Customer
Journey
Mapping

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!
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3. Agenda
• What and why it’s important
• Ways to increase
effectiveness and get started
• Creating a customer journey
• How to trigger this for
contacts
• Conclude with best practices
• Questions

4. “A Customer Journey
Map is a visual
representation of every
touchpoint that your
customers have with
your brand.
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5. Slide Title
⊷ Idea 1
⊷ Idea 2
⊷ Idea 3
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6. Slide Title
⊷ Idea 1
⊷ Idea 2
⊷ Idea 3
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7. 7

8. Why it’s important
⊷ Client relationships are complex
⊷ Many opportunities for
engagement
⊷ Understand lead and client paths
⊷ Personalize and streamline
efforts
⊷ Better brand consistency
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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
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10. 1. It’s About
Perspective
Visualize your customer
experience through your
customers’ eyes
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11. 1. It’s About
Perspective
Visualize your customer
experience through your
customers’ eyes
Does each lead experience the
same customer journey?
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12. 1. It’s About
Perspective
Visualize your customer
experience through your
customers’ 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
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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
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15. 2. Identify Holes
Your customers want a seamless
experience with your company
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16. 2. Identify Holes
Your customers want a seamless
experience with your company
Example of “missing interactions”:
⊷ Lead nurturing emails
⊷ Add/remove from group
⊷ Triggering a workflow
(followup?)
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17. 3. Open Communication
Bridge the gap between sales,
marketing, and operations
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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
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19. 3. Open Communication
Customer journeys are a flow
chart of different steps the
client/lead will go through
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20. 3. Open Communication
Customer journeys are a flow
chart of different steps the
client/lead will go through
No department left behind
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21. 4. Personalize Experience
Not every customer goes down
the same path, streamline
effectively
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22. 4. Personalize Experience
Not every customer goes down
the same path, streamline
effectively
⊷ Do you have multiple
services?
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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?
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24. Creating Your
Customer Journey
Inside GreenRope
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25. Place your screenshot here
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⊷ Free, log-in via
LinkedIn
⊷ Not a GreenRope User
⊷ Build out touchpoints
externally before
setting up automation
JourneyFlow.co
m

26. Project Management
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Journeys are not group specificQuick Note:

27. Project Management
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⊷ 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
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When saving your journey, select the “Save as new” option to
create a duplicate with the new changes
Quick Note:

29. Project Management
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30. Starting Contacts
on your Journey
Setting up the triggers
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31. Manually start a single contact
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⊷ Most basic option
⊷ Trigger within “Actions”
drawer
⊷ Or within contact’s record

32. Manually start a single contact
Start the entire group
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⊷ Most basic option
⊷ Trigger within “Actions”
drawer
⊷ Or within contact’s record
⊷ Be inside the right group
⊷ Done within journey’s
dashboard > “Actions”
drawer

33. Trigger journey with
workflows
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⊷ Attach to other automation
⊷ Can start, pause, or stop
contact on specific journey

34. Use drip campaigns
Trigger journey with
workflows
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⊷ 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
⊶ Where are they coming from?
⊶ Always end journey for accurate
tracking and analytics
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36. Best Practices
1. Always have a beginning,
middle, and end
⊶ Where are they coming from?
⊶ Always end journey for accurate
tracking and analytics
1. Connect all of your stages
together
⊶ Map out effective touch points
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37. Best Practices
1. Always have a beginning,
middle, and end
⊶ Where are they coming from?
⊶ Always end journey for accurate
tracking and analytics
1. Connect all of your stages
together
⊶ Map out effective touch points
1. Journeys are not group specific
⊶ How are you triggering contacts on
journey?
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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.
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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 we’ve got in the pipeline.
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40. Thank You!
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From all of us at GreenRope,