Digital Salon: Customer Journey Mapping
February 22, 2023
EVENT RECAP
📣 Emilia D’Anzica is the founder of Growth Molecules, a customer success and customer marketing consultancy. She previously led CS at Copper and WalkMe. In this roundtable, she will explain how customer journey mapping can help companies plan and optimize their customers’ experience from onboarding to expansion.
⚙️ Key Takeaways:
- What a customer journey map is and the value in investing in it
- How to review and map your customer journey via the typical stages
- What the steps are to build a customer journey
- How to track customers in the journey flow, and how to handle customers who get off track
✅ Ideal for: customer success leaders
Pre-read the guide for this event:
Mapping Your Customer Journey
Emilia D’Anzica is the founder of Growth Molecules, a management consulting firm focused on helping B2B SaaS companies seeking to protect and grow revenue. She previously led CS at Copper and WalkMe. In this guide, she explains how customer journey mapping can help companies plan and optimize their customers’ experience from onboarding to expansion.
YOU MAY ALSO BE INTERESTED IN
Aligning Your Customers' Success With Customer Journeys and a Customer Capability Maturity Framework
Michael Allenson is the Founder of Empact Partners, a Customer Journey and Maturity Framework advisory firm. Michael has worked with over 50 companies to build customer journeys and has built nearly 20 customer capability maturity frameworks. In this guide, Michael walks through creating a customer journey map, as well as building a customer capability maturity framework. Each of these activities helps organizations better align their success with the success of their customers, leading to accelerated growth, lower attrition, and long-term customer loyalty.
Conducting Win/Loss Analysis
Willem Maas is the Founder and President of Growth Velocity Inc., a rigorous, tech-enabled Win/Loss Analysis consultancy for complex sales. He’s led dozens of win/loss analysis projects and debriefed more than 500 win/loss buyers for companies including Reltio, ServiceChannel, and Lightbend. In this guide, he walks through building a Win/Loss Analysis program, including outreach methods to increase participation rates, conducting illuminating interviews, and producing actionable analysis.
Managing Extensions, Expansions, and Renewals
Sabina Pons is General Manager at Growth Molecules, a strategic advisory firm specializing in customer success for B2B/B2B2C SaaS companies . Sabina has served as Chief Customer Officer, Global VP of Customer Success and Support for companies that she’s helped to scale from $14M to $100M and beyond. Sabina holds a Masters in Leadership and Communication from Gonzaga University In this guide, she walks through the renewal process including how to prepare, different types of renewals, contracting challenges, and how to deal with tricky renewal scenarios.
