9. Myth 1: It’s ALL About
Customer Acquisition
Customer Acquisition Customer Growth
Lead to Deal Deal to Value
61% of revenue...
comes from existing customers
16. Customer Journey Map
Create a model in-line with customer value
USERS
USAGE
FUNCTIONALITY
GROW
DECREASE
FIRST
VALUE DECREASE
START
NOT USING
ONBOARD NOT USING
FAILED
17. 5 First Steps to Customer Journey
Mapping
1. Define First Value
2. Define On Track for onboarding users
3. Define On Track for established users
4. Figure out how to measure On Track
5. Define an Action for each segment
19. Define Onboarding Progress
START FIRST
VALUE
Onboarding
All Good:
Healthy usage;
New, just started onboarding
Notice:
Little usage;
Still onboarding after 30d
Risk:
No usage;
Still onboarding after 60d
20. Define Established Account Progress
START FIRST
VALUE
Established
All Good:
Healthy usage;
Full license and feature utilization
Notice:
Moderate decline in usage;
Partial license and feature utilization
Risk:
Sharp decline in usage;
Low license and feature utilization
21. From Model to Measure …
START FIRST
VALUE
Onboarding Established
All Good: All Good:
Healthy usage; Healthy usage;
New, just started onboarding Full license and feature utilization
Notice: Notice:
Little usage; Moderate decline in usage;
Still onboarding after 30d Partial license and feature utilization
Risk: Risk:
No usage; Sharp decline in usage;
Still onboarding after 60d Low license and feature utilization
22. Understand Engagement Signals
Usage
User Actions
Assets Created
Business Human
Demographics Contract
Interactions Touch
Training Company size Licenses Tagging
Support Requests Region LTV
Surveys/NPS Account Ownerships Renewal Date
23. Engagement Actions
Right Right Right Right
Customer Action Channel Time
In real-time, every time …
24. From Mapping to Automation
Trial - Curiosity
Trial - Evaluating
Recommended Actions
Trial - Hot
• Hot: Call. Ready to buy.
• Evaluating: E-mail daily.
Next step tip.
• Curiosity: E-mail weekly.
Value prop.
26. The Customer Journey Mindset Shift
• Orientation –From transaction
to journey
• Ongoing
• Cross functional
• Aligned
27. The Customer Journey Mindset Shift
• Perspective – selling to
guiding
• Full life-cycle
• Listening over telling
• Suggestion over dictate
28. The Customer Journey Mindset Shift
• Focus – Revenue to
value
• Understand
• Act
• Measure
• Improve
29. in closing
Public workshop at All About the Cloud 5/7, San Francisco
Team workshops available through KJR
Ken Rutsky – ken@kjrassociates.com
Twitter: @jayrutz
Blog – kenrutsky.com/velocity