Customer journey triggers

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Kev Robson
Kev Robson Member Posts: 8 Seeker
edited October 2021 in Metrics & Analytics

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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  • Chad Horenfeldt
    Chad Horenfeldt Member Posts: 57 Expert
    Photogenic 5 Insightfuls First Anniversary
    edited October 2021
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    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.
  • Kev Robson
    Kev Robson Member Posts: 8 Seeker
    edited October 2021
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    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.
  • Pam Micznik
    Pam Micznik Member Posts: 50 Expert
    5 Likes Name Dropper First Comment Photogenic
    edited October 2021
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    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:
  • matmoody
    matmoody Member Posts: 23 Thought Leader
    First Anniversary Photogenic
    edited October 2021
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    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.
  • Chad Horenfeldt
    Chad Horenfeldt Member Posts: 57 Expert
    Photogenic 5 Insightfuls First Anniversary
    edited October 2021
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    We use Miro and really like it.
  • Liam Farley
    Liam Farley Member Posts: 14 Contributor
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    edited January 2022
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    @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!
  • Pam Micznik
    Pam Micznik Member Posts: 50 Expert
    5 Likes Name Dropper First Comment Photogenic
    edited January 2022
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    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.
    One of the greatest things about Miro is collaboration and their education about doing it better.
  • Liam Farley
    Liam Farley Member Posts: 14 Contributor
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    edited January 2022
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    Thanks @Pam Micznik, I'd not seen the Template pack. The Miro Community is good too and looks to be very active.
  • Meenal Shukla
    Meenal Shukla Member Posts: 2 Navigator
    edited January 2022
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    We use UXPRESSIA.
    image
  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
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    edited January 2022
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    Miro: Teams I have been on has used it with much success, @Pam Micznik.
    It's terrific for real-time collaboration.

  • shireen braun
    shireen braun Member Posts: 1 Navigator
    edited January 2022
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    Thanks Matt for sharing this tool..is this a homegrown tool or something you can refer?
  • matmoody
    matmoody Member Posts: 23 Thought Leader
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    edited February 2022
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    Yep, we built it out here: https://www.bellwethr.com/

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