Choose a Customer Segment to Map
Posted: Sun Feb 02, 2025 6:57 am
Say, for example: “Our goal is to reduce churn on [X] service by [Y] percent within the next six months. This customer journey map will articulate the actions, thoughts, and attitudes of existing customers with [X] service, between onboarding and renewal” … etc.
Goal setting helps to track progress—and gives direction to the map-building process.
Concerned how your new product launch will impact future customer interactions? Start with the ‘future state’ map. Worried about exorbitant churn numbers, as above? Choose the ‘churn’ map.
Ideally, the map scope covers the experience of one customer persona—one scenario—and one goal.
If you have more than one customer persona, scenario, and goal? Draw up different maps. You need to keep the map focused—or else, you won’t reach your goal.
2.
Customers' sales paths vary greatly. And what switzerland telegram data works for Customer A may not work for Customer B.
If you sell SaaS, for example, you’ll discover that enterprise buyers behave differently than SMEs. The challenges, expectations, and emotions? Those vary.
So, you can classify your customers and target audience into groups, based on:
Behavior: Each customer type has a unique goal, and behavior reflects it.
Goal setting helps to track progress—and gives direction to the map-building process.
Concerned how your new product launch will impact future customer interactions? Start with the ‘future state’ map. Worried about exorbitant churn numbers, as above? Choose the ‘churn’ map.
Ideally, the map scope covers the experience of one customer persona—one scenario—and one goal.
If you have more than one customer persona, scenario, and goal? Draw up different maps. You need to keep the map focused—or else, you won’t reach your goal.
2.
Customers' sales paths vary greatly. And what switzerland telegram data works for Customer A may not work for Customer B.
If you sell SaaS, for example, you’ll discover that enterprise buyers behave differently than SMEs. The challenges, expectations, and emotions? Those vary.
So, you can classify your customers and target audience into groups, based on:
Behavior: Each customer type has a unique goal, and behavior reflects it.