In this episode of the Customer Growth Podcast, Christian Lenski interviews Kristi Faltorusso, Chief Customer Officer at Client Success, about customer journey mapping. They discuss the importance of ownership in the mapping process, the creation of a value framework, and the stages of the customer journey, including onboarding, adoption, and growth. Kristi emphasizes the need for simplicity, cross-functional collaboration, and customer involvement in the mapping process.
The conversation also touches on the role of AI in enhancing customer success efforts and the significance of change management in ensuring successful adoption of new technologies.
Key takeaways:
Everything needs an owner in the customer journey mapping process.
Start your customer journey map from the sales process.
Onboarding is a critical stage for customer success.
Define key milestones tied to customer objectives.
Change management is essential for successful adoption.
Monitor customer behaviors to assess value realization.
Engagement with customers should be ongoing and proactive.
Utilize AI to streamline administrative tasks for CSMs.
Involve cross-functional teams in the mapping process.
Celebrate customer contributions to the design process.
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