Episode description
Episode description
Todd Kirk and Casey Trujillo welcome Emilia D'Anzica, founder of Growth Molecules, to discuss the importance of customer success and journey mapping. Emilia shares her insights on how to effectively engage stakeholders, identify friction points in customer experiences, and reduce churn.
In this conversation, Emilia discusses the importance of accountability in customer journey mapping, emphasizing the need for clear roles and responsibilities. She highlights the operationalization of journey maps into actionable tasks and the significance of measuring success through key moments in the customer journey.
Takeaways
- Customer journey mapping is essential for understanding customer experiences.
- Friction often exists between sales and customer success teams.
- Churn can often be traced back to poor onboarding experiences.
- The ideal customer journey should be defined alongside the current one.
- Understanding customer pain points is key to reducing churn.
- Customer journey mapping should involve multiple departments for success. During customer journey mapping, clarity in accountability is crucial.
- Customer journey mapping should be a continuous process, not a one-time event.
- Operationalizing journey maps into actionable tasks is essential for success.
- Start with small pieces of the customer journey to measure impact effectively.
- Identifying key moments can lead to customer growth and retention.
- Companies should be proactive in addressing friction before it escalates.
- Bad NPS scores indicate a need for a customer journey mapping exercise.
- Role-playing can be an effective way to prepare for challenging discussions.
Contents
- 00:00 Introduction
- 05:59 Understanding Customer Journey Mapping
- 09:02 Stakeholder Engagement in Journey Mapping
- 12:02 Identifying Friction Points in Customer Experience
- 15:08 Strategies for Reducing Churn
- 17:53 Aligning Customer Success and Account Management
- 20:55 Creating an Ideal Customer Journey
- 24:44 Understanding Accountability in Customer Journey Mapping
- 30:34 Operationalizing Customer Journey Maps
- 34:07 Identifying Success Metrics for Journey Mapping
- 40:15 Navigating Crunchy Conversations for Better Outcomes
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred