Customer Success Leadership Community

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  • 1.  Customer journey triggers

    Posted 10-06-2021 06:13

    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


    #CustomerHealth
    #CustomerJourney
    #CustomerSegmentation

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    Kev Robson
    Director of Customer Success
    Circuit
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  • 2.  RE: Customer journey triggers

    Posted 10-06-2021 12:22
    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.

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    Chad Horenfeldt
    Director, Customer Success
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  • 3.  RE: Customer journey triggers

    Posted 10-06-2021 12:31
    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.

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    Kev Robson
    Director of Customer Success
    Circuit
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  • 4.  RE: Customer journey triggers

    Posted 10-06-2021 12:53
    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:



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    Zenya Learning LLC
    http://www.zenyalearning.com/
    Pam Micznik
    Managing Director (Founder)
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  • 5.  RE: Customer journey triggers

    Posted 15 hours ago

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



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    Jeff Heckler
    Director of Customer Success Solutions
    MarketSource, Inc.
    Top 25 CS Influencer, 2021
    One of Watch in Saas, 2022
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  • 6.  RE: Customer journey triggers

    Posted 10-07-2021 11:37
    We use Miro and really like it.

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    Chad Horenfeldt
    Director, Customer Success
    We are hiring! Check out the open roles:
    https://www.kustomer.com/careers/
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  • 7.  RE: Customer journey triggers

    Posted 15 days ago
    @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!​​​

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    Liam Farley
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  • 8.  RE: Customer journey triggers

    Posted 2 days ago
    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.​​

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    Zenya Learning LLC
    http://www.zenyalearning.com/
    Pam Micznik
    Managing Director (Founder)
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  • 9.  RE: Customer journey triggers

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

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    Liam Farley
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  • 10.  RE: Customer journey triggers

    Posted 10-07-2021 09:20
    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.


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    Matt Moody
    CEO/Founder
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  • 11.  RE: Customer journey triggers

    Posted 23 hours ago
    We use UXPRESSIA.


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    Meenal Shukla
    Gainsight
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