In this episode, we dive into the importance of customer journey mapping in building an effective customer success practice. We start by defining what a customer journey map is and why it's essential for a customer success team. Collaboration and alignment across departments are emphasized as key to creating a customer journey map that truly resonates with customers.

Tarek shares insights on how to get started with customer journey mapping, stressing the need to view the process from the customer's perspective. We explore the practical steps involved in implementation and how to demonstrate the tangible value of customer journey mapping within your organization.

The episode concludes with a discussion on measuring the effectiveness of your customer journey map and the importance of regular updates and optimizations.

Key Takeaways:

- Customer journey mapping is a holistic approach that aligns all commercial team activities to achieve business goals.

- Collaboration and alignment between different departments are crucial when creating a customer journey map.

- Understanding the customer's point of view and desired outcomes is essential for effective customer journey mapping.

- The process involves breaking down each stage, setting key outcomes and objectives, and quantifying the impact.

- Demonstrating the value of customer journey mapping is achieved through visualization, quantification, and sharing insights with other teams.

- Measuring effectiveness can be done using metrics like activation rate, adoption rate, retention rate, and renewal rate.

Join us in this episode to discover how customer journey mapping can transform your customer success practice and enhance the overall customer experience.

Resource:

- Miror.com

- The Journey Map presented by Tarek Slimani

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⁠⁠⁠⁠⁠Bayron Toruno⁠⁠⁠⁠⁠

⁠Nav Thomas