This MeetUp was organized by Rachel Ward.
Topics Discussed:
| Customer Journeys |
| How many customer journey maps do you need? How do customer journeys and customer segments intertwine? Do you have a journey for each segment? |
| Who are the internal stakeholders to define customer journey? Who should own this? |
| Where should I get research for a customer journey map? |
| Does anyone have their customer journey map they’re willing to share? |
| Should customer-journey maps be used for evaluating current-state experiences or designing ideal-state experiences? |
| Importance of building a persona first, then developing customer journey map from that. + Tips to advocate for this internally? |
| How do you communicate the value and time spent on a customer journey map to other stakeholders? |
| Customer Lifecycle |
| How do the customer lifecycle and the customer journey work together? How does customer marketing and lifecycle marketing work together? |
| If demand generation and customer marketing are seperate, how do you align to create customer lifecycle marketing? |
| Other |
| How does everyone here engage their customers along their lifecycle? |
| How do you score customers? |
| * Customer Surveys (incentive or no incentive?) |