Building A Journey Map For Customer Success
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Introduction To Journey Maps For Customer Success
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What Is A Journey Map?
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Why Build A Journey Map?
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Leveraging Analytics
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How To Use This Guide
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Understanding Customer Goals
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Identify Goals By Customer Questions
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Don't Make Assumptions
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Continually Refresh Your Data And Personas
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Interview Real Users
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Create Timeframes
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Data-Driven Personas
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Secondary Personas
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Avoiding Vanity Metrics
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Set Up KPIs
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Identify Touch Points
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Resource Allocation
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Decoding Customer Stages
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Outline All The Steps
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Create 3-5 Primary User Personas
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Start Creating Your Journey Map
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Resource Allocation
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Look For Gaps In The Customer Experience
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Tracking And Refining Your Map
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Heatmaps
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Live User Testing
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Surveys
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A/B Testing
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Analytics
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Additional Resources
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Wrapping Up
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Don't Make Assumptions
We've spoken quite a lot about traditional marketing and assumptions.
It's critical to this process, and to digital marketing in general, that you stop making assumptions. Rather, form a hypothesis that can be validated or invalidated by data.
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About This Guide
Journey Maps for Customer Success is a new way of evaluating what your customers want and aligning your goals with theirs.
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