In our connected age, consumers have real power. Customers can research your product or service, compare it to a competitor's, and easily make a switch. Grasping their overall experience is business critical. Visualization is key way Customer Success professionals understand the customer experience. We're all familiar with customer journey mapping, for instance. But mapping in general is also an important approach for customer success. In this talk, Jim Kalbach, author of the bestselling book Mapping Experiences and Head of Customer Success at MURAL, will be joined by Senior CSM Alicia Ness to share some of their modern approaches to visualizing customer success.

1. MAPPING THE CUSTOMER EXPERIENCE:
Visualizing Customer Success

2. @JimKalbach@liciaNess

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

8. Individuals
Organization
Value

9. CUSTOMER JOURNEY MAP

10. Organization
Interactions
CUSTOMER JOURNEY MAP
Individual

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