Mistakes to Avoid When Selecting a CS Platform: Not Being Able to Create Inspiring Journeys

Create inspiring customer journeys

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform, including not having a modern mindset, not putting CS in the hands of the entire team, not being able to create inspiring journeys and not thinking of CS as a team sport. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys.

You already know that the customer journey is essential to customer success, but mapping, building and executing an inspiring journey is no easy feat. An inspiring customer journey is one where your customers’ experience with your product, service and organization as a whole is so memorable and engaging that your company’s teams are inspired and excited to produce the same experience for all of your customers! It’s important to note here that the customer journey is the product of the customer success program you’ve created. And this customer success program is a collaborative effort shared across all teams within your organization who interact with your customers – Sales, Marketing, Product, Onboarding, Training and more – not just driven by your Customer Success team alone. 

Knowing this, your customer success platform should ideally provide all of the essential tools you need out-of-the-box to easily create your inspiring customer journeys and collaborate on them with other members of your organization. Unfortunately, many platforms on the market either don’t have these critical functionalities, or if they do have them, they’re highly complex and often come with a higher price tag. 

Choosing a customer success platform that doesn’t allow you to easily create inspiring customer journeys is a mistake you definitely don’t want to make. Here are a few things that your CS platform should provide in order to help you optimize your customer journeys and deliver exceptional customer experiences every time. 

Out-of-the-Box Functionality 

As we said before, designing and executing a customer journey is hard enough without having to figure out a complex customer success platform. Your CS platform should provide templates, best practices, KPIs and all of the other tools you need to start building your customer journey right out of the box – whether you already have your journey well mapped or not. 

Totango provides customer journey toolkits called SuccessBLOCs that help you orchestrate winning experiences from initial contact to expansion and everything in between. Each SuccessBLOC is built leveraging best practices from our customers and features robust capabilities, including segmentation, reporting, automation, workflows, campaigns and much more. There are dozens of SuccessBLOCs available in the free Customer Journey Marketplace for every stage of the journey that are pre-built and ready for use right out of the box, so you can hit the ground running with world-class customer engagement models. 

Design and Run All in One Place

Another crucial piece of providing exceptional customer experiences is having a system in place that allows all parties involved to see what’s going on with your customers at any point in the journey and easily collaborate or make any modifications that need to be made. Totango’s Customer Experience Canvas allows you to visually design, build, run, measure and iterate on any customer journey in real time. It enables team members from around your company to work together in one place to create a visual representation of the customer journey, activate the steps and then make any updates or changes all from within the Canvas. Want to set up an onboarding campaign to welcome new customers and link them to helpful resources? Use Totango’s free template gallery to easily design and create personalized communications using simple drag-and-drop functionality, automate and schedule these communications through Canvas, and then easily see and share the results and impacts of these communications along the journey.    

Scale Your Journey, Not Your Platform

Don’t settle for a customer success platform that only provides limited functionality or requires you to upgrade your subscription to accomplish your goals. Totango gives you access to everything you need to build, design and run your inspiring customer journeys in one easy-to-use platform and all for free. When you sign up for a Totango Community plan, you will have access to all of the customer success tools you need to manage your journeys and scale your business for free forever. What are you waiting for? Join the thousands of companies of all sizes who are running their businesses and accomplishing their CS goals with Totango by signing up for a free account today!

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