Create A Customer Success Journey Map

It is important to document this. Because customer success agents are human. They forget things. They miss steps. Having this documentation available makes everyone’s job easier.

A customer success journey map plots out every step of the customer success process. That includes all of those handoffs that can trip you up. It can also include information on the tools and systems that you use, feedback loops, decisions, and anything else that needs to happen during the customer success journey.