Determining the customer journey is the first step in establishing a customer success strategy. It essentially maps out the ideal path to attain recurring value for your customer so that your organization gets recurring revenue.
A customer journey process is incredibly important because it allows you to track, measure, and monitor customers throughout their entire lifecycle with your product. Throughout the journey, measuring your customer’s health allows you to take proactive measures when required to ensure successful delivery of your business value.
Here are the five key steps to help you easily chart your customer journey:
Define the customer lifecycle stagesIdentify milestones and events that require attention at each stageMonitor health scores and alertsDefine key customer success engagement plans for each stageImplement a feedback loop, using signal analysis