Can somebody share an example of how they visualize the 'Customer Journey' for the organization?
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Looking for a way to send out a visual example of the customer journey to help rally the organization around it. I'd like to get a real example rather than a random Google image.
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I use my customer journey as milestones. Key milestones on what we want our customers to achieve and to be doing in partnership with us.
I try to simplify it as much as possible for each use-case. When I worked for an enterprise Saas org, I used our crm to build CJ out as a linear journey with regressions & progressions in this framework:
Unengaged <> Reactive <> Proactive <> Strategic <> Partner
I work for a revenue marketing firm now and simply removed Unengaged for our use-case. Unengaged was an effective stage for our 5k customers with no usage — this worked well with some gamification as AMs nurtured their books with proactive touches within 6 months.
We followed winning by designs chart, but just finalized our Success Lifecycle framework last week. So the visual is not complete (with marketing to get pretty and include feedback loops, etc), but the stages of the framework are final. We are now building out our story and finalizing the programs that are included in each stage. Hope this is helpful.