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How do you map the ideal customer journey across all touchpoints (marketing, sales, customer success)?

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3 Answers
Marketing / Revenue Ops Alignment
  1. Mollie Bodensteiner
    Mollie Bodensteiner

    Engine SVP of Operations | Formerly Engine, Sound, Deel, Marketo, Syncari • 10mo

    We start with the customer's perspective, not our internal organizational structure. The journey mapping process involves all revenue-generating functions plus customer support to understand the complete experience. We identify decision points, information needs, and potential friction across every interaction. The key is ensuring each touchpoint builds naturally to the next, regardless of which team owns it. We use this map to identify gaps, redundancies, and opportunities for better orchestrat ...Read More

    414 Views
  2. Lindsay Rothlisberger
    Lindsay Rothlisberger

    Zapier Director, Revenue Operations • 2y

    Mapping the ideal customer journey can be a great alignment exercise. The way I’ve done it is using the existing journey as a starting point, applying customer-centric thinking, and layering in metrics / data as later step to validate or disprove hypotheses and inform the ideal journey plus set goals: Define the Goal: Start by clarifying the purpose of the mapping exercise. Are you aiming to educate executives, align stakeholders, or diagnose gaps in the customer experience? Setting a clear goal ...Read More

    810 Views
  3. Ana Rottaro
    Ana Rottaro

    ClockWise Head of Revenue Operations • 2y

    First, it is important to ensure clear primary ownership on what team needs to make sure something is communicated to a user. Other teams can supplement that messaging, but one team should take the lead on each goal to ensure critical pieces like value communication and account strengthening live in under the team that can impact the metric the most. The following bullet points are based around a PLG motion. Marketing Messaging should be clear to users about what value they get from the product, ...Read More

    1,392 Views

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