Customer journeys
Plan, manage, and track your customers’ progress through essential processes, goals and milestones.
“I love how we can automate tasks and milestones to help move customers through different journeys and avoid things falling through the cracks.” — Emily B.
Customer journeys: the path to success
Journeys are interactive paths to success that guide customers from a starting point to your determined goal, measuring progress against an expected timeline. With automation, progress tracking, conditional logic, and external sharing built in, journeys are repeatable, scalable, and customizable for different customer segments.
Rather than manually repeating and replicating specific lifecycle processes and events, CS teams can create a journey and automatically send customers through based on segment criteria. CSMs are notified automatically when their accounts enter a specific journey, and have the ability to guide each customer through the journey without needing to plan, create, and schedule each step.
New to developing customer journeys? Use our free, interactive customer journey builder tool.
Journey details
Customer journey screenshot
“Giving our customers more self-service options through the , has helped me cut my personal implementation time by roughly 20% overall, and it keeps me more organized so I can provide a more effective experience to our customers while also being able to easily track and report back on my OKRs.” – Sadie H.
When to use customer journeys
Benefits of building journeys
- Streamline workflows: Reduce manual mistakes and align customers and internal team expectations.
- Repeat and scale: Create once, then use infinitely. It’s easy to duplicate and upgrade journeys for different personas or experiences without starting from scratch.
- Manage progress: Stay aware of the status of each customer in their journey, and course-correct proactively based on real-time insights.
- Deepen relationships: Journey completion is a team effort: CSMs can share progress reports and milestone checklists with customers, involving them in their own success and celebrating milestones together to build loyalty.
- Know where each customer is on their journey though logged external events, such as number of logins, courses completed, and more.
- Everything is connected. Run automatic emails, in-app announcements, and surveys based on journey status, progress, or completion.
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Use case ideas
Build journeys around:
- Account / new feature onboarding
- Data implementation
- Adoption goals
- Offboarding process
- CSM transitions
- Training paths
Why customer success teams love ChurnZero’s journeys
“Love the ability to see aggregate data on my clients, turn client with us into trackable stages,and see all client activities at a glance. Great tool. Would never be successful without it.” — Andrea K.
Customer success leaders
Steer your entire customer base towards your strategic goals efficiently, at scale, with full visibility into your progress.
Customer success operations
Build and optimize sophisticated journeys with powerful segmentation to assign and trigger each customer’s ideal path.
CSMs/CS management
Guide your customers to step-by-step success, and measure progress every step of the way.
Learn about all the features of ChurnZero customer success software
Core customer success features
Segment customers create automated plays and journeys, get detailed reporting, and a better understanding of the health of your customer base.
Digital engagement tools
Everything you need to create personalized, automated communications with your customers, right within your product.
ChurnZero power tools
ChurnZero offers a suite of tools to increase your efficiency and elevate your customer success, including:
- Customer Success AI™
- Launchpad, our best-practices template library
- Predictive CS analytics
- Detailed renewal and forecasting
- Advanced reporting tools
- Learning management system integration
