Gartner Research

Tech Go-to-Market: Undertake Customer Journey Mapping as a Foundation for Customer Success

Published: 31 May 2018

ID: G00353979

Analyst(s): Michael Maziarka

Summary

Subscription business models mandate that TSPs continuously ensure clients are getting value and progressing toward renewal. Technology business unit leaders should implement an iterative outside-in journey mapping and measurement process to continuously assess and improve the customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Define Journey Stages and Identify Moments of Truth
    • Take an Outside-in View When Thinking About the Customer Journey
    • Analyze Your Processes Used to Support the Journey, and Identify the Gaps
  • Implement Using Building Blocks
  • Use an Agile Approach to Measure and Expand
  • Summary

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