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CJM Presentation & Work Session for PB TeamPre-retreat work (should take about 30min-1h per person)

A customer journey map (CJM) is a visual representation that takes the reader through the journey of a customer wit

h Pressbooks, from our product and service to our brand overall. We use this map to understand and evaluate their overall experience of using Pressbooks.

To-do: Please watch this informative video on the what and why of  CJMs.

Our customer journey map exercise focused on the experience of Pressbooks network managers. The journey focuses on the “post-sale” experience, beginning after an institution has already decided to become a Pressbooks customer.  Two maps were created: a “current state” journey map, and an “ideal state” journey map.

Our “current state” customer journey map provided the entire Pressbooks team with a clear, unified understanding of what network managers currently experience as they work with Pressbooks.

To-do: Browse the current state journey map with a critical eye. This is reflective of the journey that our customers currently go through. Have a look at what we are currently doing, and think about how you might be involved in these steps.

We also created an “ideal state” journey map which describes the ideal Pressbooks network manager experience from on

ugh usage/growth, renewal, and ultimately advocacy. While the entire map is aspirational, all parts of the map are attainable and are within our means to accomplish. Thus, at the retreat, we will be dissecting, evaluating and devising how to deliver on the ideal customer journey.

To-do: Read the ideal state journey map. Start thinking about h

boarding through usage/growth, renewal, and ultimately advocacy. While the entire map is aspirational, all parts of the map are attainable and are within our means to accomplish. Thus, at the retreat, we will be dissecting, evaluating and devising how to deliver on the ideal customer journey.

To-do: Read the ideal state journey map. Start thinking about how your team can contribute to the ideal journey of a customer.

Retreat agenda: 75 min CJM presentation

• 15 minute presentation of the CJM