Customer journey triggers

Hi all,

Does anyone use a tool or a template for mapping out triggers? I'm about to map out ours on a Google Sheet – and thinking there must be a better way?!

Thanks,
Kev

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matmoody

Yep, we built it out here: https://www.bellwethr.com/

shireen braun

Thanks Matt for sharing this tool..is this a homegrown tool or something you can refer?

Jeff Heckler

Miro: Teams I have been on has used it with much success, @Pam Micznik.
It's terrific for real-time collaboration.

Meenal Shukla

We use UXPRESSIA.

Liam Farley

Thanks @Pam Micznik, I'd not seen the Template pack. The Miro Community is good too and looks to be very active.

Pam Micznik

Hi @Liam Farley,

I have not used Miro that way yet. I am exploring it, especially because they have an award-winning #CustomerEducation program, Miro Academy. Needless to say they have several templates that look very useful.

Customer Journey Examples: https://miro.com/guides/customer-journey-mapping/examples-cjm
Customer Journey Map Template: https://miro.com/templates/customer-journey-map/
Customer Journey Mapping Template Pack: https://miro.com/templates/customer-journey-mapping-pack/

One of the greatest things about Miro is collaboration and their education about doing it better.

Liam Farley

@Chad Horenfeldt I'd love to know how you've used Miro for CJM, did you map specific triggers like @Pam Micznik was exploring (how'd that go btw Pam?)?

Cheers!

Chad Horenfeldt

We use Miro and really like it.

matmoody

One of the biggest level ups is to identify the outcomes you're looking to impact (renewal, upgrade) and create a probability of the outcomes for each segment of customers. THEN, you can add your triggers/touchpoints based on the data instead of arbitrary timelines.

Adding in touchpoints based on the probability of each outcome you're looking for.

Pam Micznik

I am also working on a journey mapping project. Are you mapping specific triggers or the Customer Journey in general? Has anyone used Online Whiteboards or Visual Collaboration tools like:

Miro: www.miro.com
Mural: https://www.mural.co/

Kev Robson

Hi Chad,

Sorry, I should have been more specific!

Yes, this is all going into a CS platform. My question was more about getting down Trigger/Description/Action/Content into a planning doc before it hits a CS platform. I was looking for something better than a manual input into Google sheets.

Chad Horenfeldt

Can you provide some examples? The best approach is a customer success platform so you can standardize the journey, organize the efforts involved and measure the impact.