Customer Journey: Turning it into a Methodology

4 success milestones were designed to be perceived by the customer as a moment where they get real value out of the software. The goal is to show the customer that they achieved something to be proud of, that they are getting closer to their objective. By Aligning the first milestone with the Onb...

The best benefits of designing a customer journey comes when you start using it as a success funnel. Knowing the conversion rate of a funnel makes you able to predict its throughput. You will turn your cs organization into a “machine” that delivers success in a predictable and measurable way.

A good customer success methodology always counts on excellent educational resources. If a company tries to do a bit of everything it achieves a bit of nothing. We created a methodology portal with all success milestones organized as a chain of projects. That way, customers get focused on overcom...

We broke milestones down into tasks with small objectives. A task list is a step by step to do list to complete a particular milestone. Tasks don’t add value per se but they are necessary to hit the milestone. The Task List for each Milestone gives the customer a plan. A plan min...

If you could design a lot of customized journeys, would it work better for your customers? certainly, but that’s not what a Saas is. A Saas is not a consultancy company or a product with a customized roadmap. Every customer thinks they are special and need something unique, but at the end of the ...

The least mature company is the one who doesn't use Inbound marketing strategies yet. In such stage, all that matters is to prove the Channel: that's why this is the first phase. Phases define requirements to start, and usual time frame to complete each one of them. The objective is to set the ri...

Actions inside the software: 

• Install the RD Station tracking code 
• Create and Publish one Landing Page 

If you automatically assess where the customer is on the journey, you can automate every message you send to him, or even Customize the software interface, based on the success milestone he is at. A success milestone is often an abstraction and not a crystal clear definition. Every morning Gainsi...

We used the success funnel to find bottlenecks in our customer journey. We compared the milestones with Churn rate and the result blew our minds. Our obsession became making the customer hit milestones faster. The result couldn’t be different: more of our customers will achieve success faster tha...

Every good business review should end with a plan for the customer to follow. A good CRM can help by summarizing the customer Profile and history. An Ebr is an executive business review, similar to the QBR but not tied to a quarter. We now tie EBRs to milestones so customers can count on a standa...

A methodology presents a form of levelling the customer, so not everyone has to start from the beginning. A success milestone is something meaningful for a customer to achieve; when a real value is perceived. To benefit from a defined customer journey we needed a strict way to assess if the custo...

Rd ran a project to understand what success really meant to their customers. A Focus-Group ran 100 hours of customer One-On-One interviews. The same Focus-Group worked together to define the path to reach it. Rd had walked through a path of hyper growth, going from zero to thousands of customers ...

• Before: QBRs for every customer that hasn’t had one in three months 
• Now: EBRs for customers that are stuck in Success Milestone 2 
• Next: EBRs for customers that are at the same milestone for more than 3 months