Services / Customer Journey Assessment
Customer Journey Assessment
Map where the customer experience breaks, from first touch to renewal.
In one to two weeks we interview the team, external stakeholders and customers, then hand back an action plan the team can run internally with clear success criteria and metrics.
25+Years CS/PS Leadership
$4B+Revenue Retained
4,500+Churn Cases Analyzed
40+Turnarounds Completed
Who It's For
Built for companies whose customers tell a different story than the dashboard.
A health score can stay green while customers get frustrated, because most health scores measure activity. The assessment goes to the source. We talk to customers directly, compare what they say with what each internal team believes, and document every place the two accounts disagree.
Good fit
When the assessment is the right first step
- NPS or CSAT has dropped and nobody can point to the reason.
- Onboarding takes longer than it was sold, and customers have noticed.
- The company is redesigning segments, tiers or the CS coverage model.
- Leadership wants customer evidence before it invests in a new program.
Scope
Journey stages we cover
- The sales handoff and the kickoff with the customer.
- Onboarding and implementation through go-live.
- Adoption, support and the escalation path.
- Value realization, success plans and business reviews.
- Renewal and expansion conversations.
How It Works
How the assessment runs
The assessment usually takes one to two weeks, and most of that time goes to interviews.
01
Kickoff
We map the journey as the company documents it today and agree on who we will interview, internally and externally.
02
Internal interviews
We interview sales, implementation, customer success, support and leadership to learn how each team sees the customer.
03
Customer interviews
We talk to customers and external stakeholders directly, including healthy accounts and accounts that are at risk.
04
Readout
We walk leadership through the findings and the action plan live, and the written version follows.
What You Get
What the team receives
Everything we hand back is built so the team can run it without us.
Deliverable
Journey map
The journey as customers experience it, with each break point marked and tied to interview evidence.
Deliverable
Action plan
A prioritized plan the team can run internally, with success criteria and a metric attached to each item.
Deliverable
Leadership readout
A live walkthrough with the leadership team covering what we heard, what it means and what we would do first.
Next Step
What happens after the assessment
Most clients run the action plan with their own team. When the plan calls for new workflows, health scoring or a rebuilt onboarding process, we can build it as an operational engagement, and the assessment becomes the scope for that work.
See Operational Build & Execution →
★★★★★
“Jeff quickly understood our strategy, interviewed all key stakeholders, and developed an actionable plan to transform our services organization. His plan was spot-on and we're executing it now.”
Steve Oriola · CEO, ACT!
Related Services
Other ways to work with us
Post-Sales Audit
A ground-up review of the post-sales operation that finds what is driving churn and ranks what to fix first.
Learn about the Audit →
Operational Build & Execution
We build the workflows, models and playbooks, train the team and hand the operation back running.
Learn about Execution →
Strategic Advisory
Weekly sessions with Jeff for CEOs and CS leaders who want a senior thinking partner.
Learn about Advisory →
Common Questions
Questions about the Customer Journey Assessment
What is a customer journey assessment?
A customer journey assessment is a one to two week review of the customer experience from first touch through renewal. Infinite Renewals interviews internal teams, external stakeholders and customers, maps what is working and what is breaking down, and delivers an action plan with success criteria and metrics.
How long does the assessment take?
The assessment usually takes one to two weeks. The main variable is how quickly customer interviews can be scheduled.
Who do you interview?
We interview leaders and staff in sales, implementation, customer success, support and leadership, along with external stakeholders and customers. We ask the client to help choose a mix of healthy accounts and accounts that are at risk.
How is the assessment different from the post-sales audit?
The assessment spends more of its time with customers and external stakeholders. The post-sales audit starts from the internal operation and the data, and it fits best when the question is why revenue is leaving.
Can Infinite Renewals implement the action plan?
The plan is written so the team can run it internally. When a client wants help with it, we build it as an operational engagement.
Find out what customers would tell you if you asked.
We will talk through the journey, where it seems to break and whether an assessment fits.
