Intro to Enablement Maps
Most folks on the Customer Success bandwagon are familiar with Customer Journey Maps. But what about an Enablement Map? Enablement Maps are the best way to plan and implement Customer Success Technology. Unlike Journey Maps, which may track 10+ variables, actions, and outcomes, Enablement Maps are simple. Each component of a Enablement Map represents some data or process that can be implemented through technology, in a format your CSMs and CEO can understand. High-level benefits:
1. Better Change Management - Moving from CRM or Spreadsheets to a proper Customer Success platform can be traumatic, if not done properly. Enablement Maps clearly translate existing process into future improvements, so CSMs are not left wondering "What Should I be Doing?". In more tactical terms, they communicate how your system identifies next-best action. 2. Alignment Across Orgs - Implementing a CS platform involves CS Ops or product, and reporting often flows from the client level, all the way to your executive team and board. Identifying key metrics, and why they matter, and how they can be understood in the context of your business, allows each stakeholder to communicate needs early, and streamlines the integration process.
3. Reduced Administration - The tapestry of automation and customer data can be overwhelming, with a single account often having 100,000+ data points and significant connectivity between process management, reporting, and other functions your platform. Understanding what does what, and why, reduces the time it takes to implement, and can prevent mess ups down the line. In this example, we look at how an e-commerce company might view customer success tooling. The process and data outlined would apply to an entire book of business (or segment). The Office reference is to make the flow chart less boring.
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