Customer Journey Mapping

Every business has a unique customer journey shaped by their vertical, customer base, size, and business model. For Climate Tech SaaS companies, delivering value at each journey stage is crucial to support shared sustainability goals and build trust with stakeholders.

What makes journey mapping different for Climate Tech companies?

  • Regulatory influences shape customer needs more dynamically than in other industries

  • Complex stakeholder networks include multiple service providers and solution partners

  • Unique market segmentation requires specialized approaches to acquisition and retention

  • Success metrics vary by market segment and require technical expertise to evaluate

Drawing from experience across multiple sectors and deep knowledge of the climate landscape, we create journey maps tailored to your Climate Tech company's specific challenges. This process helps identify both internal and external drivers motivating customers to reduce emissions and improve sustainability outcomes.  

Journey Mapping Activities

  • Define Success Metrics

    Goals often include improving customer retention, driving engagement, increasing solution adoption, or driving user advocacy for climate impact. In Climate Tech there’s often an additional layer in measuring impactful outcomes related to customers’ sustainability objectives.

  • Analyze Customer Data

    Product usage analytics, support interactions, customer feedback, and sustainability reports are possible sources for understanding the customer experience. Third-party reports or media coverage may also influence work with customers and should be considered in journey mapping.

  • Catalog Stakeholders

    Every sector has unique challenges and regulatory needs, which could impact how users engage with the platform and services. By tailoring journey maps for key segments, we can create a roadmap that aligns with customers’ specific needs.

  • Identify Touchpoints

    All customer touchpoints - from initial awareness through implementation - must be mapped and evaluated. This could include technical requirements like hardware integration and system compatibility, as well as indirect users who benefit from your solutions. Understanding these touchpoints is essential before measuring customer sentiment.

  • Sentiment Evaluations

    Each touchpoint and moment customers experience with you will carry a sentiment value. Pain points might arise while integrating data sources or confusion surfaces while evaluating complex data reports. Recognizing these areas informs where to prioritize product education, improve feature guidance, or adjust support to better serve climate tech software users in ways that support their operational and environmental goals.

  • Opportunities to Improve

    An ideal customer journey streamlines workflows, helping users measure and meet their environmental goals more efficiently. While it may not be feasible to immediately address all the opportunities for improvement, this output provides a cross-departmental roadmap for team consideration.

✺ Frequently asked questions ✺

  • With worksheets and collecting data and resources in advance, a customer journey mapping workshop can be completed in as little as one day. The output should then be revisited on a quarterly basis to ensure that it reflects current touchpoints and experiences.

  • It can often be beneficial to have someone from outside your organization assist with a mapping exercise because they bring a fresh perspective to what your customers and staff experience. The questions that we use to document the customer journey are based in CX best practices and playbooks.

  • Alignment and a common understanding for the customer experience are the top benefits of completing this exercise. This will drive more efficient meetings, better customer service, and roadmaps that are addressing the top needs of your customers. A Customer Journey is also used in other key Customer Success activities like Territory Planning and employee training.