This tool contains a detailed overview of the customer journey stages led by customer success (CS) teams. Sections for each stage - from onboarding through advocacy - contain detailed descriptions of recommended customer interactions, reasons why the stage is important, criteria for success, helpful tools, and a statement on the emotional narrative for the customer as they interact with your business.
The tool emphasizes a strategic approach to CS, describing how functions across the revenue team play a role in making customers successful and improving customer experience (CX) through coordinated CX motions.
Senior commercial and CS leaders can use this tool to design effective customer onboarding and implementation plans, assess renewals processes, and visualize the critical activities and opportunities to drive value and advocacy across the customer journey.
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