December 11, 2024

The path to revenue retention with Emilia D'Anzica, Founder @Growth Molecules

46 minutes

Todd Kirk and Casey Trujillo welcome Emilia D'Anzica, founder of Growth Molecules, to discuss the importance of customer success and journey mapping. Emilia shares her insights on how to effectively engage stakeholders, identify friction points in customer experiences, and reduce churn.

In this conversation, Emilia discusses the importance of accountability in customer journey mapping, emphasizing the need for clear roles and responsibilities. She highlights the operationalization of journey maps into actionable tasks and the significance of measuring success through key moments in the customer journey.

Takeaways

Customer journey mapping is essential for understanding customer experiences.

Friction often exists between sales and customer success teams.

Churn can often be traced back to poor onboarding experiences.

The ideal customer journey should be defined alongside the current one.

Understanding customer pain points is key to reducing churn.

Customer journey mapping should involve multiple departments for success. During customer journey mapping, clarity in accountability is crucial.

Customer journey mapping should be a continuous process, not a one-time event.

Operationalizing journey maps into actionable tasks is essential for success.

Start with small pieces of the customer journey to measure impact effectively.

Identifying key moments can lead to customer growth and retention.

Companies should be proactive in addressing friction before it escalates.

Bad NPS scores indicate a need for a customer journey mapping exercise.

Role-playing can be an effective way to prepare for challenging discussions.

Contents

00:00 Introduction

05:59 Understanding Customer Journey Mapping

09:02 Stakeholder Engagement in Journey Mapping

12:02 Identifying Friction Points in Customer Experience

15:08 Strategies for Reducing Churn

17:53 Aligning Customer Success and Account Management

20:55 Creating an Ideal Customer Journey

24:44 Understanding Accountability in Customer Journey Mapping

30:34 Operationalizing Customer Journey Maps

34:07 Identifying Success Metrics for Journey Mapping

40:15 Navigating Crunchy Conversations for Better Outcomes

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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