How do you coordinate a successful customer journey across multiple business units?

By keeping Customer First as your north star, teams can align to programs and customer experiences accordingly.  Each cross-functional (or cross BU) team plays a valuable role in the customer journey including: onboarding, education, community, events, user groups, CABs and renewals.  Who can provide value to customers to support customer satisfaction is key.  Mapping out the journey and securing agreement and buy-in from the top down must also be pursued for success.  Without alignment, customer satisfaction is at risk, thereby solidifying the requirement to adopt a robust customer journey and lifecycle.

Journey mapping is fundamental to ensure you understand all the touchpoints across each of the various departments and how that would impact the customer journey. Working cross functionally with open and transparent communication is key here.  Everyone has to be aligned as your brand is interacted with at each of these touchpoints, so consistency here is very important. Data collected from each department as well as insights should be shared across departments to ensure that alignment is continuous and that each function is taking learnings and applying them.