CX Case Study: In The Hands of a Change Maker

A Journey Map Is Only as Good as What You Do With It

“If we don’t make them successful in their first year, then we have failed. But if they’re seeing value and ROI from the solution during that first year, it significantly increases their likelihood to renew.” – Karin Moffett, VP of Customer Care

Using Journey Mapping to Drive Business Value

Brainshark, based in Boston suburb Waltham, is a leading sales readiness platform provider, helping clients improve their sales effectiveness with the training, coaching, and content they need to make the most of every selling opportunity. They engaged Heart of the Customer to map their clients’ implementation journey – the time from when the client purchases the software, rolls it out to their sales teams, and begins fully utilizing the platform.

By following a deliberate process to map their customers’ implementation journeys, Brainshark was better able to:

• Reduce Time-to-Value – when the client starts getting the benefit – by 25%.
• Influence product priorities to incorporate specific needs voiced by their customers.
• Provide stronger guidance around clients’ business processes, creating not only a better implementation, but an altogether improved sales readiness program.
• Better demonstrate Return on Investment (ROI) in ways that better align with how clients recognize it.

Mapping Implementation

For B2B organizations (especially in software), the implementation experience... Read More on Heart of the Customer's Website.