Customer journey management software
Plan, manage, and track your customers’ progress through essential processes, goals and milestones.
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.
“”Giving our customers more self-service options through the journeys, 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., via G2
When to use customer journeys
Benefits
Streamline workflows: Reduce manual mistakes and align customers and internal team expectations.
Manage progress: Stay aware of the status of each customer in their journey, and course-correct proactively.
Repeat and scale: Create once, then use infinitely. It’s easy to duplicate and upgrade journeys.
Deepen relationships: Share progress reports and milestone checklists with customers, involving them in their success.
Increase visibility. Know where each customer is on their journey through logged external events, such as number of logins, and courses completed.
Everything is connected. Run automatic emails, in-app announcements, and surveys based on journey status, progress, or completion.
Manage progress: Stay aware of the status of each customer in their journey, and course-correct proactively based on real-time insights.
Automate milestones. Use Dynamic Slides to auto-generate kickoff, handoff, and QBR decks from your Journey stages, using live account data to keep every milestone meeting on point.
Use case ideas
Account / new feature onboarding
Data implementation
Adoption goals
Offboarding process
CSM transitions
Training paths
“Love the ability to see aggregate data on my clients, turn client journeys with us into trackable stages, and see all client activities at a glance. Great tool. Would never be successful without it.”
– Andrea K., via G2
Spend more time on what matters most.
ChurnZero provides clear, immediate insight into what customers need and why—and our AI agents automate the follow-through—so your CS team can spend more time on strategy and relationships, and drive more recurring revenue.