Manager, Customer Success Partners, VitalSource
Shanna Daniel, Manager
At the beginning of the process, CSM Practice led a Customer Journey Workshop with our leadership team. We started the workshop by learning how to put a customer lifecycle journey map together. We then split into groups, each working on designing a journey map for one of our three products. What came out of the workshop is the realization that even though each of our customer success teams dealt with different products and customer types, we could all work on defining a customer journey map using CSM Practice's framework as one team.