PHASE 4: CUSTOMER LIFECYCLE MANAGEMENT

Understand the Life Cycle of your Customers, and the key leverage points that you must orchestrate.

 

A clear view of your customers and their lifecycle is vital to developing the right processes to deliver the outcomes they seek with an experience that will differentiate you in the market. A world class customer experience can overcome deficiencies in the product, or other aspects of your company.

Rapid Diagnostic

1. You understand your customer’s business problems.

2. The outcomes your customers wish to influence are known.

3. You understand the experience your customers want when interacting with vendors.

4. You know the customer’s buying process.

5. You know the observable criteria that indicate where the customer is in the journey.

6. The individuals that purchase your solution are known.

7. You know the influencer personas and their needs.

8. You understand the user personas and their needs.

9. You have mapped your lifecycle touchpoints per customer segment.

10. You have defined processes to prepare for each customer touchpoint.

Deliverables

• Customer Journey Maps

• Defined Customer Stages

• Defined Entry and Exit Criteria

• Alignment Plan to Customer Experience (CX) and Buyer Segmentation

INDUSTRY
STRATEGY AREA
CONTENT TYPE
Customer Journey Map Tool
July 17 2019
Customer Journey Map Tool
VIEW
Pricing Opportunities Evaluation Framework
July 12 2019
Pricing Opportunities Evaluation Framework
VIEW
How to Recover from a First Half Revenue Miss
July 11 2019
How to Recover from a First Half Revenue Miss
VIEW
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Customer Experience Strategy
Creating Elevated Moments - Customer Experience Lessons from the World’s Best Restaurant
B2B companies are waking up to the fact that to grow faster than their competitors, they need to differentiate their customer experience.  Taking another lesson from outside of our industry, today we will examine how CX design elevated a restaurant...
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Sales Strategy
Transforming the Seller Experience Through Sales Enablement
Today Ray Oram, Global VP of Sales Enablement for IBM, joins us to discuss how to transform the seller experience. Traditionally, sales enablement groups have spent their time working on budgets, supporting sellers through training, developing digital assets, and knowledge sharing....
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Customer Experience Strategy
I’ve Mapped My Customer Journey, Now What?
What Is the Purpose of This Customer Journey Map?   According to a recent article from Invesprco, “Customer journey maps give businesses a way of getting into their customers’ heads, helping them gain valuable insight and understanding regarding common customer pain points.”   The...
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Customer Success Strategy
Why Episode Analysis Is Vital to Understanding Your Customers
If you search “Episode Analysis” your results are flooded by “Game of Thrones” references.   There is lots of great content on Customer Journey Mapping as well as Touchpoint Analysis, but why is this vital component overlooked?    Let’s briefly define the...
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