Customer Journey Map: Where to Start? 🗺️
Hey there, fellow Customer Success Managers! 👋
A customer journey map (CJM) is like a secret weapon in my Customer Success arsenal. It’s one of the first things I consider when developing CS strategies. Without one, I feel things can get a bit risky and uncertain.
Now, creating a customer journey map can be a bit challenging, I won’t lie.
It takes some serious discipline to remember that it’s all about the customer’s perspective, not our desires. Defining the Ideal Customer Profile helps a ton, and I strongly advise having it ready before starting. It involves loads of discovering and documenting, but hey that’s how we roll!😉
Getting buy-in from the team before you start is a game-changer; otherwise, it’s just another Google Drive file that no one looks at. Besides, you will need your team during brainstorming and designing workshops. Finally, it requires frequent iteration and updates.
But, when you do it right, a CJM helps you:
- Spot inconsistencies along the journey;
- Set metrics to evaluate critical moments and implement data-driven touchpoints;
- It’s also a great way to get everyone on the same page when launching new products/features/programs or revamping existing ones;
- Plus, it’s like a rocket booster for customer centricity, giving you a visual of the entire experience! 🚀
I’ve stumbled upon some fantastic and free resources in my quest to learn about CJM and Service Design (SD). And that’s what I’d like to share with you today (trusting that someone in need will read this 😅) to help you kick-start.
👉🏻 Service Design Show on YouTube: This channel is like a treasure trove of inspiration and learning. It’s a free online course that covers all things CJM and Service Design. You’ll love it!
👉🏻 CJM Essentials Course: This free course is a must-try! It’ll give you a solid foundation in CJM, no doubt about it.
👉🏻 Getting Started in Service Design Course: If you want to dip your toes into the basics of Service Design, this free course is your go-to.
👉🏻 TheyDo — Journey Management: Now, there are plenty of tools out there for mapping your journey, but let me tell you, TheyDo is something special. It’s super user-friendly and follows best practices, perfect for beginners. And the best part? You can start using it for free. How cool is that?
LinkedIn Industry Pros: Networking has never been easier, and there are many talented individuals in this field that you should draw inspiration from. The first names that come to mind are always @Marc Fonteijn, @Gerry Scullion, and @Sofia Peres. These individuals unknowingly taught me a lot when I didn’t know where to start.
These resources and individuals will give you the confidence to kickstart your journey mapping adventure, just like they did for me. Now, JUST DO IT. The first attempt will never be perfect, but the secret (as with most things) is to improve as you go.
Got any other suggestions? Let’s gather them all. Share in the comments below.
Have questions? Don’t hesitate to drop me a DM. I’m here to help!
Let’s learn and grow together! 🌱
