Customer lifecycle template

What does the customer lifecycle look like for enterprise companies?

Enterprise software has a long and complex customer lifecycle. Because you’re serving large organizations, there are many personas, stakeholders and customer journeys to consider.

We’re not just talking about a simple funnel - we’re talking about a network of experiences, relationships, touch points, insights, and opportunities.

Bringing them all together in one visual, collaborative workspace offers clarity and insight that will help your company reach its marketing, sales, and customer service goals more efficiently.

Building a customer lifecycle framework in TheyDo

In TheyDo, the customer lifecycle is a journey hierarchy that can be built from the bottom-up or top-down. You can start with a single customer journey, or with a larger framework in mind. This customer lifecycle template starts with the larger framework and shows three things:

• Journey overview: Identify the broad categories of your customer lifecycle, the steps within each phase, and the experiences of each persona as they move through phases.

• Opportunities: See how opportunities for product development and growth fit into the overall lifecycle, and which personas and actions they’re tied to.

• Linked solutions: View ongoing campaigns, projects and experiments that are in development to address pain points and opportunities throughout the lifecycle.

Once you’ve added journeys for a few types of customers, pain points, products and features, you will start to see how the journeys overlap in the broader customer lifecycle.

Use the Customer lifecycle template to get everyone on the same page

Mapping the entire customer lifecycle in a journey hierarchy offers several benefits for enterprise organizations including:

1. Understanding the complexity: Everyone can get a comprehensive understanding of the complexity and intricacies involved in serving large organizations.

2. Clarity and insight: The visual framework shows gaps, pain points, and areas for improvement throughout the customer lifecycle in one place.

3. Efficient goal alignment: Align marketing, sales, and customer service goals more effectively by showing where each goal fits within the broader framework. Ensure that efforts are coordinated and focused.

4. Identifying growth opportunities: The process of building the framework helps identify opportunities for product development and growth. Using the different views, leaders can pinpoint areas where new products, features, or campaigns will address pain points and drive customer satisfaction and loyalty.

5. Collaboration and alignment: Mapping the customer lifecycle facilitates collaboration and alignment across teams and departments. By having a shared understanding of the customer journey, teams can work together to deliver a seamless and consistent experience at each stage of the lifecycle.

Overall, mapping the customer lifecycle for enterprise organizations enables a holistic view of customer interactions and helps organizations optimize their strategies across departments to deliver custom solutions to large organizations.

Who is this template for?

• Service designers

• CEOs

• CMOs

• Sales leaders

• CX leaders