Customer (User) Journey Template

The Customer journey or the User journey ensures that a critical communication touchpoint is never missed. Every interaction with the user is a potential opportunity to drive product engagement. It also allows you to bring in human intervention when automation is unacceptable or has failed. Hence, you can easily automate the workflows depending on an ideal User/Customer journey that you have designed for your customers.

Creating such a template is a necessity. It’s because as a CSM you have limited working hours. Therefore, it becomes impossible to drive proactive communication without any delays.

Journeys can be used for different lifecycle stages such as Trial, Onboarding, Adoption, Renewal, Advocacy, Upsell, etc. So, categorizing the journey on stages helps in maintaining a long-term and successful relationship with the customer. The customer journey can help you to:

• Align internal teams with the customer objectives.
• Engage better with the customer with timely communication.
• Educate, help, and reach out to customers whenever required.
• Target the customer with the exact communication to drive product and user adoption.
• Get the customer back on track if they missed any crucial activity or a milestone.
• Create opportunities to delight customers.
• Make customers your ‘Brand advocates’.

The Customer Journey template defines the steps and explains the tasks that every step requires.

The process of this customer journey has 4 main steps. The first step is to ensure that the customer, the CS team, and other internal teams are aligned on the goals that need to be achieved.

Next is to ensure that necessary actions are in place according to the criteria. Once that is in place, the process of execution is to be evaluated. Finally, the realization of these goals is critical. It makes sure that the customer understands the value of your product.