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You’re on your way to optimizing your �Customer Journey for success!

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• Go to File > Make a Copy to make a copy to your Google Drive
• Go to File > Download As > Microsoft PPT

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Customer Journey Map Template

CUSTOMER SUCCESS

Awareness

Consideration

Conversion

Onboarding

Renewal

Expansion

Loyalty/Advocacy

Adoption

The Customer Journey

EXAMPLE

We’ve pre-filled the next two slides as an example for you to follow for the blank template on slides 7 & 8.

Organic SEO

Unique Visitors

New vs Returning Visitors

Awareness

Consideration

Conversion

Onboarding

Paid Search

Social Media

Scroll Depth

Time on Page

Bounce Rate

Exit Pages

Newsletter Subs

Free Trial Subs

Free Trial Product Usage

Pricing Page Views

Product

Referring Source

Prequalifying Information

First Time Buyers vs Repeat

Sales Conversions/Sales Revenue by…

Onboarding Completion Rate

Average # of Days in Onboarding

# of Support Tickets During Onboarding

CSAT at end of Onboarding

Google Search

Referral Websites (G2)

Social Media/Youtube

Click on Search Results

Download eBook

Read Blog Post

Sign Up for Demo

Sign Up for Free Trial

Sign Up Newsletter

Sign Up for Webinar

Attend Event

Talk with Sales

Invite Stakeholders to Free Trial

Interact with Chat

Review Pricing Page

Negotiate Contract

Install Product

Google Ad

3rd Party Reviews

LinkedIn Posts

Youtube Videos

Website Landing Pages

Free Trial Sign Up

Email Campaigns: A, B, C, etc

Live Demo

Upgrade and Sales Emails

Pricing Page

Ecommerce Cart

1:1 Meetings with Sales

Welcome Email

Progress Update Emails

In-App Set Up Experience

Kickoff Meeting

Failure Intervention Outreach

Onboarding Video Tutorials

Messaging not clear

Can’t find what they’re looking for

Unclear calls to action

Lack of Trust

Too much competition no differentiation

Hard to find help

Convincing stakeholders

Overwhelmed doesn’t know what to do first

EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE

Set upl Product

Customer Retention Rate

Customer Churn Rate

CSAT

Net Promoter Score (NPS)

Renewal

Expansion

Loyalty/Advocacy

Adoption

License Utilization

Customers Who Have Either Increased or Decreased Usage

Feature Adoption

CSAT After Adoption

Achievement of Desired Customer Adoption Outcomes

Product Stickiness

Customer Health Score

Renewal Rate

On-time Renewal Rate

At-Risk Customers

Visits to pages providing tips on advanced features

Advanced Feature Adoption Rate

Support Tickets for Advanced Features

Cross-Sell & Upsell Purchases & Conversion

Customer Lifetime Value (CLV)

Free Trial Sign-Ups from Word of Mouth

Referral Rate

Referral Revenue

Use Product

Invite users to team

Utilize additional functionality

Contract Expiration

Organic Growth - New Users/More Accts

Adds use cases or integrations

Requests additional support services

Writes Review on 3rd Party Site

Agrees to Case Study/Reference

Refers Colleagues

Guest on Webinar

High NPS/CSAT

Lack of understanding of feature

Feature doesn’t meet expectations

Adoption email drip “Did you know?”

User progress email

CSM meetings

Lack of visibility on renewal date

Stakeholders not on board

Renewal reminder emails

Escalation Management

Upsell/Cross Sell communication

User limits emails

Solicit referrals

1:1 with Marketing

CSM/AE emails

NPS/CSAT Emails

EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE EXAMPLE

Underutilization of the product

Too many support tickets

No access to all potential stakeholders

Lack of awareness of additional opp.

Winback Campaign

Conduct QBR/EBR

Your Customer Journey Map

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Awareness

Consideration

Conversion

Onboarding

Organic SEO

Unique Visitors

New vs Returning Visitors

Paid Search

Social Media

Scroll Depth

Time on Page

Bounce Rate

Exit Pages

Newsletter Subs

Free Trial Subs

Free Trial Product Usage

Pricing Page Views

Product

Referring Source

Prequalifying Information

First Time Buyers vs Repeat

Sales Conversions/Sales Revenue by…

Onboarding Completion Rate

Average # of Days in Onboarding

# of Support Tickets During Onboarding

CSAT at end of Onboarding

Renewal

Expansion

Loyalty/Advocacy

Adoption

Customer Retention Rate

Customer Churn Rate

CSAT

Net Promoter Score (NPS)

License Utilization

Customers Who Have Either Increased or Decreased Usage

Feature Adoption

CSAT After Adoption

Achievement of Desired Customer Adoption Outcomes

Product Stickiness

Customer Health Score

Renewal Rate

On-time Renewal Rate

At-Risk Customers

Visits to pages providing tips on advanced features

Advanced Feature Adoption Rate

Support Tickets for Advanced Features

Cross-Sell & Upsell Purchases & Conversion

Customer Lifetime Value (CLV)

Free Trial Sign-Ups from Word of Mouth

Referral Rate

Referral Revenue

Tips & Tricks

• Color code to help you further organize your data
• Use lines to connect actions or express the flow a customer follows through the journey
• Clone the template and break out each phase so you can expound on it.
• Turn customer KPIs into a dashboard you can use to report on to your executive team on an ongoing cadence. (Or just use the dashboards we’ve already created for you in Totango. Try now for free)
• Connect with your marketing team on an ongoing basis to make sure that the activities or message in the buyer's journey are aligned with the messages customers are getting during the customer journey.

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