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    Course · Customer Intelligence trackFramework

    Customer Journey

    Full journey from awareness to advocacy with touchpoints and friction mapped.

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    Run this as a workshop

    Facilitator guides, practice worksheets and completed examples for running this with your team.

    Customer Journey
    Stages × Actions, Touchpoints, Emotions, Opportunities.
    Journey Mapping Workshop
    90-min co-creation with sales, support, product.
    Lean Canvas
    Problem, solution, value prop, segments, channels, revenue, costs.
    Audience Bullseye
    Inner, middle, outer circles — who we serve first, next, last.
    ICP Card
    One page: firmographic, behavioral, fit and disqualifiers.
    Customer Interview Script
    Open · jobs · pains · alternatives · close — with prompts.
    Tactics that execute this

    Concrete plays and workshops you can run to ship this strategy.

    Journey Mapping Workshop
    Tactic
    Co-create a journey map with sales, support and product in 90 minutes.
    Onboarding flow
    Tactic
    Guide new users to their first real outcome fast.
    Lifecycle email system
    Tactic
    Email flows that drive activation, adoption and retention.
    Product adoption loops
    Tactic
    In-product nudges that drive deeper feature adoption over time.
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    Audience Strategy
    Who you choose to serve — demographics, psychographics, pains and priorities of the buyers you actually want to win.
    Customer Strategy
    The full commitment to customers you make: segments to win, jobs to solve, promises to keep, and value to deliver over the lifetime.
    Segmentation
    Segment a market by need, behavior, value and context — not just demographics.
    Personas
    Fictional profiles that make abstract segments concrete for the team.