Customer Journey Map
$30.00
Customer Journey
Most customer journeys look good on slides—and fall apart in execution.
This Customer Journey Template + Guide is designed for Customer Success teams who want to move beyond high-level diagrams and build a clear, operational journey that teams can actually follow, measure, and scale.
It helps CS leaders align people, process, and systems around a shared understanding of what happens when, who owns what, and how success is defined across the full customer lifecycle.
What’s Included
Customer Journey Template (Spreadsheet)
A detailed, customizable journey framework that helps teams define:
Lifecycle phases and journey stages
Internal objectives vs customer objectives
Ownership and supporting roles
Entry and exit criteria for each stage
Key activities and customer moments
Emotional state and risk signals
Success metrics and KPIs
Automation and system touchpoints
Built to be adapted by segment, maturity, and tooling.
Step-by-Step Guide (PDF)
A practical companion guide that explains:
How to build a customer journey that teams actually use
How to define stages, ownership, and success criteria
How to connect the journey to health scores, automation, and reporting
Common journey mistakes CS teams make
How to govern and evolve the journey over time
The guide helps teams turn the template into a living operating model—not a one-time exercise.
What This Helps You Do
Create consistency across the customer lifecycle
Clarify ownership and accountability at every stage
Reduce reactive, ad-hoc CS motions
Align CS, Sales, Onboarding, and Ops
Improve visibility into risk, progress, and outcomes
Scale Customer Success with intention
Who This Is For
Customer Success leaders building or evolving their CS motion
CS Operations teams standardizing processes
Growing SaaS companies clarifying post-sale execution
Teams struggling with inconsistent customer experiences
Why This Works
Most journey maps fail because they stop at visualization.
This framework goes further—connecting strategy to execution, metrics, systems, and governance—so teams know exactly how to deliver value at every stage of the customer lifecycle.
Format:
Downloadable Customer Journey Template (Spreadsheet)
Downloadable Step-by-Step Guide (PDF)
Use it to:
Design and operationalize your customer journey
Align teams and tooling
Drive predictable, scalable Customer Success
Instant download upon purchase.
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