Customer Success Foundations: Customer Journey Mapping

A Key Tool for Exceeding Expectations and Driving Revenue Growth

Created by: LIFTu | liftu.org
Helping You Reach Your Full Potential

Created by: Alyssa Nolte
Chief of Staff at LIFT

What Will I Learn?

• Understand the concept of customer journey mapping and its importance in customer success management.
• Identify the different stages of the customer journey, including awareness, consideration, purchase, onboarding, adoption, retention, and renewal.
• Learn how to gather data and insights to create an effective customer journey map that reflects your customers' needs, wants, and pain points.
• Develop strategies to enhance the customer experience at each touchpoint, from pre-sales to post-sales.
• Identify opportunities to upsell and cross-sell products or services by understanding the customer journey and their needs.
• Develop effective communication strategies tailored to customers' preferences and communication channels.
• Align customer success strategies with business goals to drive revenue growth and increase customer lifetime value.
• Evaluate the effectiveness of customer success strategies by measuring customer satisfaction, retention, and revenue growth.

Requirements

• An interest in Customer Success
• A drive to deliver exceptional customer experiences

Target audience

• Employees looking to further their Customer Success skills
• Leaders who are looking for ways to better retain customers
• Customer Success employees who are interested in new methods that can add to their existing Customer Success Processes