What you'll learn
Understand the concept of customer journey mapping and its importance in customer success management.
Identify the different stages of the customer journey, including awareness, consideration, purchase, onboarding, adoption, retention, and renewal.
Learn how to gather data and insights to create an effective customer journey map that reflects your customers' needs, wants, and pain points.
Develop strategies to enhance the customer experience at each touchpoint, from pre-sales to post-sales.
Identify opportunities to upsell and cross-sell products or services by understanding the customer journey and their needs.
Develop effective communication strategies tailored to customers' preferences and communication channels.
Align customer success strategies with business goals to drive revenue growth and increase customer lifetime value.
Evaluate the effectiveness of customer success strategies by measuring customer satisfaction, retention, and revenue growth.
Requirements
An interest in Customer Success
A drive to deliver exceptional customer experiences
Description
Welcome to our Customer Journey Mapping course!Are you new to customer success management and looking to expand your skillset? Or are you a seasoned professional looking for new ways to improve customer satisfaction and retention? Perhaps you're a leader looking to align your customer success strategies with your business goals?No matter where you are in your customer success journey, our course on customer journey mapping can help you exceed your expectations and meet your business goals.In this course, you'll learn how to map the customer journey from initial awareness of your solution to purchasing to renewal after successful onboarding, adoption, and retention. You'll discover why becoming a master of journey mapping is critical to an elite customer success practice, including understanding customer needs, enhancing their experience, identifying upsell/cross-sells, improving communications, and aligning with business goals.Our expert instructors will guide you through creating a customer success journey map, enabling your team to exceed expectations and meet your business goals. You'll gain insight into what customers expect from your product or service, develop strategies that enhance the overall customer experience, increase customer loyalty, and drive revenue growth.By the end of this course, you'll be able to confidently create a customer journey map, personalized communication strategies and align your customer success strategies with your business goals.Join us today and become a Customer Journey Mapping expert!
Overview
Section 1: Course Welcome & Introduction
Lecture 1 Course Overview
Lecture 2 The Importance of Customer Journey Mapping
Lecture 3 Instructor Introduction
Lecture 4 Reflection Activity: What do you want to get out of this course?
Section 2: Begin with the End in Mind
Lecture 5 The Goal of the Journey is Retention
Lecture 6 Everyone at Your Organization Owns Renewal
Section 3: The Customer Journey
Lecture 7 What is a Customer Journey?
Lecture 8 Digging into the Customer Journey
Lecture 9 Why You Need a Customer Journey Map
Section 4: Mapping Your Customer
Lecture 10 Mapping Your Customer
Lecture 11 Bringing This to Life
Section 5: To Renewal and Beyond!
Lecture 12 Does the Customer Journey Map end with renewal?
Lecture 13 Rely on Relationships to Continue the Journey
Lecture 14 Practice Continuous Adoption Activities
Lecture 15 Commitment
Lecture 16 Customization
Lecture 17 Tracking and Measuring
Lecture 18 Building a Tight Relationship
Lecture 19 Mature Customers and the Customer Journey
Section 6: Wrap Up
Lecture 20 Key Takeaways
Lecture 21 Final Thoughts
Employees looking to further their Customer Success skills,Leaders who are looking for ways to better retain customers,Customer Success employees who are interested in new methods that can add to their existing Customer Success Processes


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