The digital customer journey is a path customers follow post-sale that helps guide them to adopt and realize value from their investment. The journey delivers resources to customers at certain touchpoints to help them set up, get started, successfully use, and ultimately renew their Cisco solution.
The stages of the digital customer journey are:
Onboard: In this first stage of the digital journey, customers receive resources for how to get started with their Cisco solution, including understanding the fundamental concepts of its use. Customers become familiar with best practices and review key steps to prepare for architecture transformation.
Implement: This stage helps the customer build upon their initial setup and understand basic details about their investment. Oftentimes, in the implement stage, customers will create accounts, claim devices, and begin basic configuration.
Use: In this stage, customers receive resources to support the use of their solution, including logging in, setting up the environment, and completing the final steps of the onboarding process.
Engage: This stage provides resources to advanced topics, troubleshooting, additional support, and expanded solution deployment. Often times, in the engage stage, customers are invited to attend Ask the Expert sessions, specialized trainings/webinars, or to join community discussions to help advance and better understand their purchase.
Adopt: During the adoption stage, customers are using their solution regularly and to its full potential. Customers begin to realize value from the product and see its use impact their business goals.
Optimize: In this stage, customers continue using their product and move beyond adoption to upgrading, maintaining, and continued, advanced enhancements.
