Why Customer Education Needs to Care About Customer Journey Mapping

The customer journey is important to so many different departments in your organization. Each team may base their activities and goals on a particular segment of the customer journey, and customer education teams are no different. But that can only happen if you've mapped the customer journey. Many companies haven't, or they've only done a portion of the journey. TSIA did some research and found that mapping the customer journey was one of four key practices that lead to high renewal and expansion rates.

Who doesn't want that?

For teams like sales and marketing, the customer journey is an obvious thing to have mapped out, but it's also important for customer education pros too. It can help dictate what to work on, when, and how. Let's take a look at what customer education pros can learn from a fully mapped customer journey.

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