Customer Journey Map

Hey @Daryl Portch,

Happy to share some insights on how we do this ourselves at Gainsight. I’m glad you’ve explored the timeline milestones as this functionality is key to keeping track of the progress your customers are making in along their journey.

At Gainsight we leverage a number of features within all of our products to deliver a great customer experience in an automated, semi-automated and manual fashion. Some of these features include leveraging the Rules Engine and Journey Orchestrator in our Customer Success product.

My advice would be to use rules engine and journey orchestrator to complete the tasks (i.e - sending a new customer welcome email, raising a CTA for a CSM to investigate a potential issue) and then log the action as a timeline milestone to provide a quick overview of recent customer events.

I personally would recommend the customer goals feature you mentioned to instead be used to track outcomes or their goals for using your product/service. This would help keep your customer success teams on track and create a reportable data point of how many customers have achieved X goal, how many customers are X% towards a particular goal and the rate of goal completion.

Hope this helps! Happy to talk more on a 1:1 call if you need it. Just send me a private message and we’ll get something booked.