Mastering the art of customer journey mapping w/ Mike Sasaki

Scale Tale - The Customer Success Podcast

A true customer-centric company strives to know the needs of their customer at every stage of their journey.
Identifying various touchpoints the customer has to go through help identify and solve problems together, increasing the chances of having delighted customers.
Mike Sasaki, VP CS, Emburse joins Mausmi Ambastha, co-founder ZapScale to share his insights on creating a customer journey map to limit hand-off friction and retain and grow customers with limited resources.
Timestamps
0:43 - Mike's journey in CS
05:30 - Cycle of Service Mapping
07:07 - Understand the most impactful parts of the life cycle of the customer
09:40 - Starting mapping the journey with sales and onboarding
10:40 - Thinking customer journey outside in
13:00 - Shadow your employees, and customers to practically learn their journey
17:34 - Creating a customer journey map
24:24 - Sales to Customer Success handoff can be disruptive
25:52 - Customer onboarding is crucial for managing expectations and success
31:31 - Structuring handoffs
About Mike Sasaki
Mike Sasaki, VP CS, Emburse, is a global leader in spend optimization that provides finance, technologies and innovation for companies. Mike's role allows him to partner with customers to achieve their business objectives through optimal use of Emburse solutions. With over 15 years of experience at SaaS and Customer Success, and having worked in companies like Oracle and Callidus Cloud, Mike has gained a significant experience in fostering strong customer relationships through value delivery.
Connect with Mike: https://www.linkedin.com/in/sasakimike
Connect with Mausmi: https://www.linkedin.com/in/mausmiambastha/