Decode how customers actually behave — across the full journey — and expose where they hesitate, drop or churn.
Behavioural data lives in 4 tools and nobody connects it. The result: nobody knows where users actually drop. This module unifies behaviour into a single journey map + cohort dashboard so every team sees the same friction.
A senior-led delivery sequence — not a template dump. Each phase is operated with your team, not handed over as a deck.
Map the end-to-end customer journey across awareness → activation → expansion → advocacy with cross-functional owners.
Stitch CRM + product + support data into a single behavioural view per account; surface the moments-of-truth.
Quantify drop-off at every stage; rank friction points by revenue impact and feasibility to fix.
Design lifecycle interventions (in-app nudges, CSM plays, lifecycle email) per segment and stage.
Lock the monthly journey scorecard and the cross-functional cadence that runs it (Product + GTM + CS).
2–3 weeks