1) The document outlines various touchpoints and metrics for customers at different stages of the customer lifecycle from pre-sales to support. 2) It identifies frustration sources for customers such as only receiving calls near renewal time and slow ticket responses. 3) Recommendations are provided to address the opportunities including hiring a customer marketing manager, improving the free trial experience, and creating a deployment playbook.

1. TOUCH
POINTS &
SCORECARD
Renewal discussions
Customer Care Calls
Customer Nurture Emails
User Forum
Onboarding
(21-35 days )
LIFECYCLE
STAGE
METRICS
FRUSTRATION
S
- Health Score
- NPS
- Churn %
• Why only call us just prior to renewal?
• Why so slow responding to tickets?
• Your user portal is not intuitive
Improvement
Opportunities
1. Hire customer marketing manager
2. Start tracking ticket response metrics
3. Increase frequency of check-ins
Customer Journey Map
Recommendations
Education
(14-21 days)
Support
(Lifetime Average = 4
years)
Pre-Sales
(30-90 days)
Customer Experience
Admin training
Team training
Documentation
- Key Feature Usage %
- Health Score
- Seat Utilization %
• End users struggling
• Help center hard to use
1. Re-launch end-user training
2. Evaluate help center Search
feature
Technical team
Business / goal setting
Free Trial Guide
Free Trial coach/nurture
- Days to Deploy
• Deployment doesn’t match pre-
sales promises
• Free trial confusing
1. Better Sales and CS alignment
2. Improve free trial walk-through
- Opportunity Win %
- Sales Sat Rating
Sales calls
Free Trial
Website
• Lack references
• Lack documentation
• Deployment appears
complex
1. Create deployment
playbook
2. Reference program