Use this customer journey worksheet as a template for mapping out your customer lifecycle and planning for implementing automations through your business. This will help determine what tangible steps can be taken to move toward a more automated business.
Company Name: ________________
Contact Name: ________________
Email: ________________
Phone: ________________
Please provide a brief description of your business:
1. Target Audience
Describe your primary target audience (age, gender, location, interests, needs, etc.):
2. Customer Touchpoints
List all the touchpoints where your customers interact with your business (e.g., website, social media, email, phone, in-person, etc.):
- ____________
- ____________
- ____________
- ____________
- ____________
3. Customer Journey Stages & KPIs
Describe the main stages a customer goes through when interacting with your business. For each stage, identify the actions customers take, the touchpoints involved, any pain points or opportunities for improvement, and relevant KPIs to track:
A. Awareness:
Actions: ________________________________________________
Touchpoints: ____________________________________________
Pain Points/Opportunities: ________________________________
KPIs: ___________________________________________________
B. Consideration:
Actions: ________________________________________________
Touchpoints: ____________________________________________
Pain Points/Opportunities: ________________________________
KPIs: ___________________________________________________
C. Purchase:
Actions: ________________________________________________
Touchpoints: ____________________________________________
Pain Points/Opportunities: ________________________________
KPIs: ___________________________________________________
D. Retention:
Actions: ________________________________________________
Touchpoints: ____________________________________________
Pain Points/Opportunities: ________________________________
KPIs: ___________________________________________________
E. Advocacy:
Actions: ________________________________________________
Touchpoints: ____________________________________________
Pain Points/Opportunities: ________________________________
KPIs: ___________________________________________________
4. Internal Employee Processes & KPIs
Describe the main internal processes your employees follow to support the customer journey (e.g., lead generation, sales, customer service, etc.). For each process, identify relevant KPIs to track:
- ________________: _____________________________
KPIs: ___________________________________________________ - ________________: _____________________________
KPIs: ___________________________________________________ - ________________: _____________________________
KPIs: ___________________________________________________ - ________________: _____________________________
KPIs: ___________________________________________________ - ________________: _____________________________
KPIs: ___________________________________________________
5. Reports
List the reports you would like to see generated from the automation system:
- ________________
- ________________
- ________________
- ________________
- ________________
6. Implementation and Maintenance Participants
Please provide information about who will participate in the implementation and maintenance of the automation system. Include key roles and the number of employees involved:
Key Roles:
- ________________
- ________________
- ________________
Number of Employees Involved: __
7. Additional Notes
Please provide any additional information that you think would be helpful for us to design the best automation solutions for your business:
Once you have completed this customer journey worksheet, please email it to sales@purposebuiltautomations.com. We will review the information and get in touch with you to discuss the next steps.