Mapping Your Customer Journey

Emilia D’Anzica is the founder of GrowthMolecules, a customer success and customer marketing consultancy. 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.

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Questions covered in this guide:

What is a customer journey map?

Why is it valuable to invest in customer journey mapping?

How should you review and map your customer journey?

What are the typical stages in the customer success journey?

How should sales and customer success work together to expand mature accounts?

How should you track customers flowing through your customer journey?

What key metrics should you track?

How should you handle customers who get “off track” (e.g. slow to activate, or showing churn risk)?

How can you enable CSMs to be more efficient?

What are the most important pieces to get right?

What are the common pitfalls?

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