The Mental Blocks Around the Customer Journey

Psychology of Customer Success

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Have you struggled to find best practices on the customer journey?
Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle...
It turns out there are a few small - kind of stupid - reasons it's such a struggle.
You'll learn the limitations of traditional customer journeys that focus on the company's perspective rather than the customer's required outcomes.
We'll dig into the concept of Customer Value Realization Maps, which involves considering every step BOTH the customer and your company need to take to achieve the results necessary to produce retention, expansion, and advocacy.
BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW:

• The four key business outcomes ALL your customers are looking for.
• How to know - for sure - that your customer has achieved the ROI they're looking for.
• How your customer journey can create your success plans, playbooks, and serve as the foundation for your entire customer success strategy.

NEW FREE RESOURCES
💎 The Ultimate Onboarding Checklist for Customer Success Leaders - The Step-by-Step Checklist to demonstrate your leadership, value, and strategic expertise.
💎 The Focus Formula - How to make measurable progress on your CS Strategy every single day.
WORK WITH RACHEL:

🧑🏻‍🎓 The CS Leadership Academy

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WEBSITE

https://provansuccess.com

Hoofdstukken

1. Introduction (00:00:00)

2. The Mental Blocks of the Customer Journey (00:02:51)

3. Why Traditional Customer Journeys Fail (00:05:19)

4. The Importance of Customer Outcomes (00:09:30)

5. The Power of Verified Outcomes (00:12:23)

6. No, A CS Tool Can't Do It For You (00:14:14)

7. Customer Value Realization Maps (00:15:09)

8. Building Effective Customer Journeys (00:20:03)

9. Final Tips (00:22:58)