Creating Your Customer Success Journey

customer success journey

As a business owner, it’s important to understand your customer success journey as it will have a profound and direct impact on your brand. While there are several overly complicated definitions of a customer success journey, it all comes down to ‘delivering exceptional outcomes and experiences while being able to accurately measure results.’

Customers are often anxious when making an online purchasing decision but it involves more than saving a few quid. There is intent behind every purchase and customers need help making the right choice. Getting your message across to the right people and encouraging them to take action is all part of creating a customer success journey.

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What Customer Success Marketing Means For Business

customer success marketing

Customer success marketing is often referred to as customer marketing, retention marketing or advocate marketing. It’s ultimately the combination of several departments within the business working together to achieve a common goal. The teams involved in this strategy include the product, marketing and customer success teams.

Marketers are encouraged to use technology and marketing budgets to deliver a pleasant, memorable customer experience from the first interaction and beyond. It’s essential that marketing and customer success teams work in harmony to increase brand awareness and build brand advocates.

Many marketers believe they will be responsible for the entire customer journey by 2020. The question one should ask then, is how do businesses align customer success and marketing for optimal results? Continue reading