Journey Mapping Archives

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Is the SaaS business equivalent to “girl math”?

Written by Peter Armaly It’s summer in the northern hemisphere and the month of August is the most languid month for business. Even half-worked December has more spark if only because of all the excitement that bubbles in anticipation of quick trips to the Caribbean or to Florida where we can lay on a […]

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Defining the Stages of the Customer Journey Map: Tying It All Together

So…quick question: What is a customer journey map? If you’ve been following along in my series, you might be wondering if it’s a bit too late in the game for me to ask this basic question. But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage […]

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Defining the Stages of the Customer Journey Map: Loyalty

Every customer journey map is a little bit different (or a lot different) depending on many factors, but one thing they all have in common is the end of the contract term. Eventually, subscriptions come up for renewal, and that’s when the customer decides if they want to continue their relationship with you or cut […]

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Defining the Stages of the Customer Journey Map: Service

We’ve talked Awareness, Consideration, and Acquisition. Now buckle up for the longest segment of your customers’ experience: Service. Continuing our series investigating all the stages of a customer journey map, I’m diving into everything that makes (or breaks) this chapter of the CX story. There are three main facets of this critical phase, and CSMs […]

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Defining the Stages of the Customer Journey Map: Acquisition

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. Congratulations! You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! It’s time to celebrate. The moment a prospect becomes a […]

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Defining the Stages of the Customer Journey Map: Consideration

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business. In our […]

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Defining the Stages of the Customer Journey Map: Awareness

A customer journey map is one of the first things you think of when you’re trying to improve the customer experience. It’s a roadmap of every interaction you have with your customer from the first moment they learn about your business to the moment they decide to renew (or not renew). It’s an important tool […]

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The Customer Success Maturity Model Part 2: “Operationalize” Capabilities (Constructing Your CS System)

Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – […]