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On Demand Webinar

Creating a Customer Journey that Maps to Success

Knowing where the customer is at in their journey is key to building a customer experience that promotes adoption, expansion, and retention. Many organizations go through the motion of building a customer journey map, but many traps can cause problems for both the customer and the technology provider.

Who has the responsibility to build the customer journey map? What role should the customer play in the journey map process, if any? How do success plans and playbooks play a role in this? How should customer success organizations think about digital in the customer journey?

These are questions TSIA’s Customer Success Research Team field daily with our members. There is a plethora of data and metrics that speak volumes about how to move forward with your customers.

Please join Stephen Fulkerson, TSIA's Vice President, Customer Success Research, and Marc Troyan, TSIA's Director, Customer Success Research, as they share some of the most recent customer success best practices for building the journey map that drives success for your customers.

During this 45-minute webinar, Stephen and Marc will provide greater insights into the following:

  • The basics of customer journey mapping.
  • Changes in the industry that are reshaping the face of journey mapping.
  • How do customer success plans and playbooks work with journey maps?
  • Best practices for running a customer journey map exercise.

Don't miss this opportunity to gain access to TSIA's insights into the latest customer success operational trends that drive greater customer success.


Presented By:

Stephen Fulkerson

VP, Customer Success Research, TSIA

Marc Troyan

Director, Customer Success Research, TSIA

Publish Date: June 22, 2022