Benchmark Events Journey mapping Metrics 
aircall
MARCH 27, 2017
This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.
Totango
MARCH 21, 2023
Identify metrics that drive impact Metrics are essential for customer success operations to thrive, and Katie highlighted NPS as a crucial organizational metric. Get started with customer journey mapping Establishing an effective customer journey map for your business can be a daunting task.
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Totango
OCTOBER 20, 2021
For each of these steps, certain key events must occur in order for customers to achieve outcomes that yield satisfying experiences. A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys.
Totango
OCTOBER 20, 2021
For each of these steps, certain key events must occur in order for customers to achieve outcomes that yield satisfying experiences. A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys.
CX Accelerator
OCTOBER 25, 2018
Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS still has value.
Totango
OCTOBER 20, 2021
For each of these steps, certain key events must occur in order for customers to achieve outcomes that yield satisfying experiences. A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys.
Totango
AUGUST 25, 2022
A customer journey map helps you optimize these engagements by planning what customers ideally should experience to receive satisfaction at strategic points in their journey and which actions can help facilitate this. The key metric here is churn. The same applies to CLTV. Higher CLTV means lower churn.
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