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What does a successful customer journey look like? 

What does a successful customer journey look like? 

Any customer journey should be geared for success.  

You want to ensure that the consultancy you’re partnering with can provide a bespoke framework, tailored to your exact requirements, and ensure each step is aligned to both you, as a client, and the individual requirements of your projects.  

The below diagram illustrates what a typical Rullion customer journey should look like. We have called out three key stages and provided more detail below. These are: Meet & Greet, Real-Time Updates, and Final Phase Closure.  

Once the scope has been agreed, one of the first steps in our journey with a customer is a Meet and Greet which provides an opportunity to meet your delivery team. During the session, we’ll revisit your requirements with the whole team, confirming the outcomes and associated timeframes for delivery. Within this session, we’ll also give you the opportunity to raise any pre-onboarding requests. For example, you may want the team to familiarise themselves with specific project artefacts. We will discuss and agree all requests within this session, ensuring optimal productivity from day one.  

Rullion’s project information board is an interactive tool, providing real-time updates across all tasks and subtasks being delivered; it will also be used to highlight any challenges throughout the project. You can decide how the information is presented, whether that’s through Gantt, Kanban or standard task lists. Whatever your preference, we’ll adopt it to create a truly bespoke dashboard, providing your management team with full visibility across all your projects.  

One of the most important stages of our customer journey is final phase closure. We need to make sure that your teams are fully equipped with all the knowledge and information generated throughout the project, together with the tools and understanding that ensures continued success. Our work is only done, when everyone impacted by the change, has everything they need to realise the benefits, once the project ends.