Crafting a Data-Driven Customer Journey Roadmap ft. Cinthia Silva

The Revenue Lounge Podcast - Season 3 Episode 25 ft. Cinthia Silva, a Customer Success Leader. She is one of the top 10 women leaders in Customer Success in 2024.

Episode Guest -   / cinsilva  

Episode Host -   / ankitvash  

Podcast Details:

Podcast page - https://bit.ly/3nJHmRA

Spotify - https://open.spotify.com/show/3DUOqnT...

Google Podcasts - https://podcasts.google.com/u/0/searc...

Apple Podcasts - https://podcasts.apple.com/in/podcast...

Episode Details:

With evolving customer expectations and increasing touchpoints, organizations need a structured approach to anticipate needs, enhance interactions, and drive retention. A well-crafted customer journey roadmap not only improves the customer experience but also directly contributes to growth by identifying key milestones, optimizing engagement, and aligning internal teams toward common goals.

This conversation delves into how to design and execute a data-driven customer journey roadmap that delivers real results. From segmentation and risk mitigation to leveraging customer health indexes and developing actionable playbooks, we'll explore strategies for crafting a roadmap that leads to stronger relationships, increased upsell opportunities, and sustained revenue growth.

Joining us today is Cinthia Silva. Cinthia is a customer success leader and has been named as one of the top 10 women leaders in customer success in 2024. She has used her expertise to develop and launch GTM strategies as well as scaling teams for the post-sale motion.

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Video Section Headlines

[00:00:05] Creating a Customer Journey Roadmap for Enhanced Customer Experience and Growth

[00:01:15] Designing a Data Driven Customer Journey Roadmap for Real Results

[00:02:46] Developing an 8-Step Customer Journey Roadmap for Transforming Customer Success Team

[00:04:26] Mapping Customer Journeys for a Fintech SaaS Product

[00:06:16] Tips for Aligning Sales and Customer Success Teams

[00:09:08] The Importance of Collaboration in Customer Success Roadmap Development

[00:11:17] Creating Customer Success Roadmaps and Playbooks for Success

[00:13:18] Tips for Success in Sales and Customer Success Handover Process

[00:16:23] Customer Health Indexes and Segmentation in Customer Success

[00:19:40] Strategies for Customer Success in the Digital Age

[00:22:05] Developing Playbooks for Customer Journey Success

[00:25:36] Collaboration Between Sales and Customer Success for Customer Growth

[00:29:50] Driving Revenue Growth through Data-Driven Roadmaps

[00:32:06] Streamlining Sales Processes and Onboarding Improvements Lead to Immediate Wins in ACV for a Company

[00:36:26] Passionate About Customer Centricity