A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet, offered invaluable insights into constructing a predictable and efficient customer journey.
Creating Common Points Along Your Customer Journey Maps
At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey. Recognizing the diversity in the sizes and needs of their customer base, Comeet emphasizes the importance of identifying critical commonalities among the unique journeys across each of their segments. These checkpoints are where they create points of engagement and methods for assessing satisfaction, ensuring that every customer, regardless of their size, receives personalized attention.
This approach brings the added benefit of creating more consistency in data capture which can fuel more accurate customer health comparisons within and throughout the various types of customers.
Overcoming Common Pitfalls in Scaling Customer Journeys
One significant challenge teams face when working through a customer journey mapping exercise is the difficulty to scale the experience. While the last five years have seen an increase in the number of tools available to support CS teams, many of those technologies struggle to create consistency and personalization at scale.
Comeet’s approach to scale is centered on fostering streamlined internal communication. By keeping all teams – from sales to support and CSMs – aligned and informed from a platform which can flexibly deliver their unique information needs, Comeet is able to ensure a seamless transition for the customer at each stage of their journey.
A pivotal element in Comeet’s strategy is the integration of Gainsight, a platform that has been instrumental in reducing friction during crucial hand-off points. Tight data integration is imperative to this process, ensuring that vital customer information is accessible and actionable across different teams.
Balancing High-Touch and Digital Customer Success
Navigating the dual challenges of managing high-touch cases while planning for scaled Customer Success, Comeet has developed strategies that cater to both. This approach includes meticulous lifecycle mapping and the implementation of automated processes for low-touch customers, which is supported by robust Gainsight features such as Journey Orchestrator. New AI tools will continue to provide capabilities to drive efficiency and outcomes at scale.
Realized Value and Future Roadmap
The tangible benefits of Comeet’s revamped customer journey are evident. Notably, they have managed to halve the number of manual steps in their processes, significantly enhancing efficiency. The roadmap ahead includes further exploring customer experience automation and system integrations, with a keen focus on scaling effectively as the company grows.
The key takeaway from Comeet’s experience is the importance of a well-structured approach that adapts to different types of customer needs. When those common milestones in the customer journey are combined with effective team communication and robust data integration, your business will continue to evolve while delivering excellence and customer satisfaction.
Learn about a similar path to scale that involved re-platforming to Gainsight from an alternative Customer Success tool:
