Customer Journeys

Manage the entire customer lifecycle with ease

ChurnZero Journeys are designed to guide customers through any projects and processes within their customer lifecycle. Within each Journey, you can define milestones, tasks, and achievements for both your internal team and your customers, effectively planning, managing, tracking and communicating progress for all involved teams throughout the onboarding, product adoption, renewals, and advocacy stages. 

ChurnZero Customer Success Platform - Customer Journey Reports Dashboard

Journey Segmentation

Once customers are added to a journey, you can track their progress through each milestone and the overall customer lifecycle journey. If a customer falls behind or becomes stuck, Journey reporting makes it easy to isolate the key reasons why, while dependencies between steps automatically shifts the timeline, so you can get the customer back on track. This insight empowers you to better manage your customer’s progress as well as improve and streamline your processes. 

You can also customize your Journeys based on different customer cohorts by using conditional journey steps that allow you to specify when tasks and achievements should apply. This feature empowers you to use a single Journey yet still respond to variations within your customer base.

ChurnZero Customer Success Platform - Active Customer Journey Dashboard

Customer Journey Reports

Our external journey sharing capabilities allow you to share progress with your customers and collaboratively manage their experience. You can share Journeys with customers in two ways:

  • In-app checklists allow you to share a to-do list for your customers directly in your application.
  • External journey reports provide an option to safely share a customer’s full journey report outside of ChurnZero with contacts and external stakeholders via a shared link. This allows teams to easily communicate any blockers in the Journey and celebrate completing milestones along the way

Learn more about Journeys