Visualizing Customer Success
Transcript of Visualizing Customer Success
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MAPPING THE CUSTOMER EXPERIENCE: Visualizing Customer Success
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@JimKalbach@liciaNess
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• Mapping experiences
• Visual techniques for CS
• Examples
• Discussion
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You’ve got to start with
the customer experience
and work back toward
the technology –
not the other
way around.
1997
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Individuals
Organization
Value
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CUSTOMER JOURNEY MAP
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Organization
Interactions
CUSTOMER JOURNEY MAP
Individual
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Customer Journey Maps
Experience Maps
Service Blueprints
Mental Model Diagrams
Ecosystem models
…
ALIGNMENT DIAGRAMS
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Point of View
Focus
Scope
Structure
Frame the Effort
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Externalizing information offloads
working memory demands, and
allows us to see relationships.
An external spatial display
compensates for an internal
capacity limitation.
DR ANJAN CHATTERJEE
@JimKalbach
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@JimKalbach
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@JimKalbach
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EXAMPLES1. Customer Journey Map
2. Account Map3. Success Plan4. Impact Stories
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What other CS outputs could be visualized?
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Thank You