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Mapping Your

Customer JourneyThe Organizational Exercise You Must Do

Mapping Your Customer JourneyThe Organizational Exercise You Must Do

14,000 Positions 3000 Customers 11 Countries

250 Compensable Factors40 Million Salary Profiles

Senior Director of Account Management

10+ years SaaS customer facing teams

Adam Peddicord

www.linkedin.com/in/adampeddicord www.payscale.com

Introduction/BackgroundSusan Summers says, “do this quick exercise”:

From prospecting to renewal, jot down your flagship product’s “ideal” customer journey

Now ask yourself, can everyone at my company do this, and give the same answers?

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Best Practice1. Decide what you want to achieve

2. Do your homework Review your data

Interview your staff

Interview your customers

3. Acknowledge the details matter

4. Listen, document, discuss, decide

5. Assign ownership & deadlines

6. GO!

What Were the Results?

1. Product engagement up

2. NPS up

3. Time to complete onboarding reduced

4. Customer value every present

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Take-aways/lessons learned

1. You won’t know whether or

not your assumptions are

valid until you test them

2. The deets matter

3. Be very inclusive, but make

sure you assign command,

control, and ownership to

the right person/people/team

4. Trust your findings, set your

course, & GO!

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Q&Awww.payscale.com