Clarifying assumptions for a 30/60/90 plan implementation

Thank you for this info, Val. I'm wanting to learn to start from the ground up. There is nothing in place right now and we only send customer newsletters/product releases. Your reply helps me understand all these variables, and so I appreciate you doing so. 🙂

We're actively building it right now at Freshworks. This is basically what we did in the first 90 days - a lot of it is prework to identify what's needed to Val's point
1. Take inventory of existing programs / gaps
2. Conduct customer research to identify friction points and understand what you're solving for e.g. churn, adoption, onramp to expansion
3. Create a proof of concept of what you can realistically accomplish chunked down in quarters and 1H/2H - leadership likes seeing things in 90 day increments if possible
4. Map out to your leaders what resources you need to get to your destination
5. Roll out your POC and iterate (we are in this stage right now)

Late to the party! But agreed with Kevin and Val. Although I was hired to do lifecycle marketing, I was given events after starting and it has consumed my first 6 months. We kicked off building out lifecycle at Absorb in Q2 and within the first 90 days we accomplished the following:

30 days:

1. leadership buy in (put together your proposed plan/timelines, objectives, internal teams and pitch to cross-functional leadership. You will need their buy in throughout the process to get internal bandwidth for workshopping, making changes for gaps you find outside your team's house, etc.)
2. Internal workshops/research

1. Initial mapping (what does it look like today)
2. Internal/cross-functional validation and feedback

1. Validation with customers from each stage (does your map match their experience)
2. Opportunities and recommended mapping

1. What should your map look like?
2. What are your top 3-5 opportunities and who owns executing them

I shared a few documents with you in a personal chat in case those are helpful.

Thank you so much for all your helpful inputs! While we're not quite ready to kick off our lifecycle marketing yet, your insights are really valuable. These points give me a clear idea of how we can eventually integrate our current email templates and nurturing campaigns into the CLM plan. Appreciate your support and guidance! 🙂

-- i'd love to see your deck, if you're willing to share! trying to align multiple journey mapping processes across marketing and CS currently and would love to see another buy-in deck for inspo 🙂

+1 ! Would love to see your deck.

+1
Also, I would add I have one person on Lifecycle - which is not nearly enough. She spends 50%+ of her time on expansion as we have large rev goals to hit. Then the other ~50% on the newsletter, product updates/adoption, and an SMB initiative we are supporting. I am hoping to prove the value and then build out the team.