Process Mining for Customer Journey
A customer success manager has to ensure customer journey is frictionless as much as possible. At the same time it should be simple, convenient and fast. We capture the relevant data from your IT or ERP systems to understand the customer journey map. This helps us analyse the biggest friction points for the customer in his journey and the root causes for them. Where and why dose the customer drop out in his journey. How we can avoid this and reduce the drop out ratio are some of the KPI's.
Product Awareness
Your customer first discovers you exist. It could be from an ad, word of mouth, seeing someone using your product.
Product Offerings
They compare your offering with competitors and are close to make a decision
Retention
They need to talk to someone about their purchase. They want to know how it works, do some troubleshooting, arrange a replacement if it’s broken.
Consideration
They’re thinking about buying. This means researching your offering, seeing how it compares to your competitors, maybe trying it out.
Decision
They make the decision to purchase your product
Loyalty
They’re thinking about buying another thing, or sharing their experience with more people.
