Buyer's Journey

Why did we undertake this initiative?

As a company, we were very disconnected on what the process was for our clients to buy our product. Leads were being handled however the person handling them saw fit. Handoffs were not happening. Internal stakeholders were confused what stage leads were at in our process, who was likely to convert and who had actually bought the product. Leads were getting lost and not being reached out to appropriately. Customer renewal dates were not being predicted leading to churn. We needed a better system. 

What did I do to complete this initiative?

I worked with Sales, Marketing and Customer Success to implement a repeatable process for us to monitor our clients and work as a team. We took these steps -

1) We analyzed what other companies in software testing did and pieced together our own process to suit our product. 

2) We diagrammed out the above buyer's journey which included steps that needed to be taken in order for a customer to move on to the next stage. 
3) We implemented Salesforce and Hubspot for lead tracking in order for everyone to be on the same page of where our customers were in our buyer's journey. 
4) Weekly 30 minute meeting with Sales, Marketing and CS leaders to summarize development's with customers in the buyer's journey and whether we needed to do anything additional for those customers.