Customer Journey RACI Template
$20.00
Give every moment of the customer journey one owner, from signed contract to advocate, so nothing lands on Customer Success by default.
Every decision you make upstream has impacts downstream. Hi, I'm downstream. When ownership isn't written down, every unclear handoff and every billing question with a customer's name on it lands on a CSM, the proactive work stops, and leadership wonders why adding headcount didn't fix anything.
This RACI puts 70 customer journey tasks on one page, across eight stages from pre-close to advocacy, with 16 roles you can rename to match your org chart. Pick a letter from the dropdown under each role, and the Check column flags any task that doesn't have exactly one accountable owner. The Summary tab shows you where the load really sits. The guide walks you through building it with your other functional leaders, because if they didn't help build it, they won't follow it.
What's included
Customer Journey RACI template in Excel, plus a make-a-copy link for Google Sheets
3 tabs: Start here, RACI and Summary
70 tasks across 8 stages (pre-close, alignment, onboarding, adoption, renewal, expansion, risk and change, advocacy) with 16 editable roles and R, A, C, I and A/R dropdowns
A built-in check that flags any task without exactly one A, plus a Summary tab that counts every role's letters
A step-by-step PDF guide with a five-step build process, ways to put it to work, the mistakes to avoid and a Steal This RACI health check
Who it's for
CS leaders, CS Ops and executive teams who are done with Customer Success being the default owner of everything.
How it works
Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.
Bundle and save
This template is part of the CS Operating Model Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.
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