The Buyer's Journey: how do you communicate it to your customers?

[jbogaert]

Hi everyone,

I was reading this blog post this morning by Jenn Deering Davis this morning and it got me thinking. Jenn rightly states that for customer hand-offs to go well, they need to be smooth, but also clearly communicated. While the former is clearly a job for Ops to solve, I don't see the latter part getting that much attention yet among Ops professionals. I believe it to be equally important because one cannot go without the other. A smooth hand-off is still jarring if it hasn't been clearly communicated to your customer.

So I was wondering: how do you communicate to your buyers what their journey will be? Do you use any tools that depict their road from onboarding to account management or do you rely on the representative to be transparent throughout the process?