Author: Greg

5 Reasons You Need to Actively Market the Change You Want to Create

Posted by in change marketing

Recently it occurred to me that when companies do Journey Mapping or Process Redesign exercises what they are really doing is trying to understand where they are today, where they need to get to and what changes they need to make to get there. The trouble is that it’s not enough to logically uncover the…

The Power of FABA for Clarifying Your Customer Journey Messaging

Posted by in FABA Analysis

  Today I’m working on improving our messaging across the customer journey using a FABA map within that I can visually create, collaborate on and then connect to data. What’s a FABA? It’s something I created by taking one methodology and adding a letter. It stands for: F: Features A: (Comparative) Advantage B: Benefits…

5 Ways a Journey Map Clarifies Customer Success

Posted by in customer journey mapping
customer success journey map

I’m currently working on journey maps for’s customer success processes. They are extremely clarifying for what needs to be done, how to see it from the customer’s own perspective, and how to measure our efforts in an ongoing and unified way. With that in mind, I thought I’d share some of the ways that… Releases API

Posted by in api

We’re happy to announce that we’ve released an API for all data that you create using’s customer journey management software. One of the key differentiators that our customers love from is how easy we make it to connect up all of your disparate data silos into a holistic view of customer journey maps…

How to integrate Hubspot with your Customer Journey Maps

Posted by in Integrations

Customer journey maps are increasing in importance as a way to envision, execute and monitor great experiences for prospects and customers along the journey of different interactions they have with your company. One key problem with the classic maps made up of sticky notes, drawings and flow charts is that they are static after they…

5 Ways Customer Journey Mapping Helps SaaS Companies Grow Their Business

Posted by in customer journey mapping

Customer journey mapping is growing in importance among Software as a Service providers, as ever more companies realize that it creates a unique and powerful lens to truly break down siloes and focus the company on creating the types of great customer experiences that reduce churn, grow revenue and create armies of advocates in the…

What is a touchpoint inventory?

Posted by in touchpoint inventory

In the context of digital transformation, customer experience planning, and customer journey mapping, you may have heard of a touchpoint inventory. In this post we’ll explain what that is, how to use it, and what benefit you get from the exercise. Definition: A touchpoint inventory is both the process and the result of gathering together…

How to gather a touchpoint inventory

Posted by in touchpoint inventory

When seeking to create competitive advantage through great customer experiences, it pays to engage in customer journey mapping. Before you can do that though, you first need to gather your touchpoints. In this post, we’ll examine how to go about gathering an inventory of those touchpoints and how you can use software to make the…

Customer Journey Mapping Software

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