Customer Journey Toolkit

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Standardize Customer Journey: development of the structured Knowledge Base needed to discover vulnerabilities and recommend solutions for tightening Network Security and protecting data from.

More Uses of the Customer Journey Toolkit:

  • Ensure you understand and negotiate needs and expectations of multiple stakeholders.

  • Govern Customer Journey: interface with sales by searching for and identifying cross sell/upsell opportunities, without appearing sales oriented with customers.

  • Steer Customer Journey: partner with marketing, sales, Account Management, analytics, and Product Teams to executE Business plans driving customer adoption, engagement and retention.

  • Manage work with customers, partners, and internal teams to identify product use cases and drive key enhancements and requirements into the products.

  • Organize Customer Journey: partner with Product Marketing, Content Marketing, brand marketing, and Marketing Operations to create cohesive campaigns, messaging and Customer Journeys.

  • Be accountable for providing expertise as to how Big Data, Machine Learning, or Business Intelligence can be leveraged to optimize Customer Journeys on a digital path to purchase.

  • Oversee Customer Journey: own all customer issues identify the correct person or resource to fix the issue; proactively research alternatives when the appropriate resource is unavailable.

  • Ensure you stay connected and follow up on customer needs, and with internal teams, to drive positive customer outcomes.

  • Drive the analysis, reporting, and optimization of lifecycle marketing activities.

  • Arrange that your design complies; analysis of the Customer Journey, identifying key touchpoints in the customers interaction with the brand to optimize Customer Retention and opportunities to reduce churn.

  • Develop integrated campaigns across customer touchpoints in the Customer Journey ensuring consistency with articulated brand and product strategies.

  • Ensure you arrange; lead a multifunctional team supporting highly multi functional strategic projects through the delivery of Advanced Analytics.

  • Be accountable for handling assigned projects, Customer Satisfaction, and critical Issue Resolution and Process Improvements.

  • Prepare and/or conduct Tabletop exercises and drills to be performed with your organizations and business units.

  • Be the expert on your Hard Goods consumer, understanding and advocating for needs and expectations throughout the Customer Journey.

  • Orchestrate Customer Journey: own your workload and take initiative to deliver on metrics and commitments without letting distractions get in the way of success.

  • Govern Customer Journey: own the tech touch program across the Customer Journey for your portfolio, keeping Customer Data current to drive at scale communications.

  • Identify Customer Journey: partner with Product Marketing, Content Marketing, brand marketing, and Marketing Operations to create cohesive campaigns, messaging and Customer Journeys.

  • Confirm your corporation complies; results oriented and can manage the day to day organization strategic support needs across portfolios and ensure strategies are actioned into results.

  • Steer Customer Journey: partner with leaders throughout your organization to develop a robust and actionable end to end Customer Journey and lifecycle model.

  • Evaluate Customer Journey: leverage Customer Analytics and communications tools to build integrated marketing campaigns that identify, nurture, engage, and convert target accounts.

  • Direct Customer Journey: work across teams to understand and map out Customer Journeys and media touchpoints across devices and platforms.

  • Uncover and diagnose problems, identify value creation opportunities for prospects with cold reach outs and inbound leads.

  • Analyze Customer Journeys under an optimization focused lens, interpret experimentation results to help clients evolve the products.

  • Provide ongoing training across all Customer Success groups in the use of analytics dashboards and reporting.

  • Ensure that project/department milestones and goals are met and adhering to approved budgets.

  • Be accountable for Marketing Plan development of integrated campaigns across customer touchpoints in the Customer Journey, ensuring consistency with articulated strategy.

  • Standardize Customer Journey: own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the Customer Journey for your customers.

  • Manage Customer Journey: chief technologist partner closely with sales leaders to drive the strategic technology capabilities that deliver long term value for customers.

  • Systematize Customer Journey: own the Customer Success program, process, team enablement, data insights and tracking with the goal of improving the Customer Journey for your customers.

  • Be accountable for using troubleshooting and Data Analysis techniques and coordinating Customer Support activities sufficient to receive, respond to and ensure complete resolution of the more complex Help Desk call.

  • Manage Customer Journey: professional focus when communicating with customers and peers, while using cross Functional Organization Resources And Tools.

  • Be certain that your project complies; partners with other technology leaders to stay on the leading edge of industry solutions and removes organizational obstacles.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Journey Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Journey related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Journey specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Journey Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Journey improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How do you measure lifecycle phases?

  2. What is something you believe that nearly no one agrees with you on?

  3. What criteria will you use to assess your Customer Journey risks?

  4. What are your primary costs, revenues, assets?

  5. What Process Improvements will be needed?

  6. Can support from partners be adjusted?

  7. How do you stay inspired?

  8. Do you say no to customers for no reason?

  9. Is the scope of Customer Journey Cost Analysis cost-effective?

  10. Are pertinent alerts monitored, analyzed and distributed to appropriate personnel?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Journey book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Journey self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Journey Self-Assessment and Scorecard you will develop a clear picture of which Customer Journey areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Journey Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Journey projects with the 62 implementation resources:

  • 62 step-by-step Customer Journey Project Management Form Templates covering over 1500 Customer Journey project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Journey project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Journey Project Team have enough people to execute the Customer Journey Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Journey Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Journey Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Journey project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Journey project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Journey project with this in-depth Customer Journey Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Journey projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in Customer Journey and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Journey investments work better.

This Customer Journey All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.