Fractional CMO Service: Customer Experience Lifecycle Workshop
Map the Journey. Align the Team. Create a Customer-Obsessed GTM.
Great marketing starts and ends with the customer.
This workshop is designed to help your team deeply understand—and document—every touchpoint your customers experience, from the moment they become aware of your brand to the point they’re advocating for it.
Through a structured, facilitated session with your internal stakeholders, we’ll co-create a Customer Experience Lifecycle Map that captures the entire journey—from suspect to advocate. This becomes the blueprint that aligns your teams and informs every aspect of your go-to-market strategy.
Why This Is Market-Led
The Market-Led Growth philosophy isn’t just about customer acquisition—it’s about customer obsession.
Before building funnels or writing campaigns, you need to understand the real journey your buyers go through.
This workshop centers your strategy on the actual experiences of your customers, and ensures alignment across marketing, sales, success, product, and leadership.
Because when your whole org sees the same journey, you stop guessing—and start growing.
What This Workshop Covers
01
Customer Lifecycle Mapping
Identify key customer journey stages
- Suspect → Prospect
- Prospect → Customer
- Customer → Loyal Advocate
Document critical handoffs between departments (Marketing, Sales, CS, Product)
02
Persona & Use Case Alignment
Validate journey stages for each ICP
Align lifecycle touchpoints to relevant personas and buyer roles
Understand emotional triggers, buying signals, and blockers at each phase
03
Cross-Functional Facilitation
Bring together key leaders from Marketing, Sales, Customer Success, and Product
Build shared language, visibility, and accountability across silos
Create alignment on who owns what—and how it connects to business outcomes
04
Lifecycle Pain Points & Opportunities
Surface gaps, drop-offs, and moments of friction
Identify opportunities to add value, personalization, or automation
Layer in voice-of-customer data
05
CX Blueprint Output
Visual map of your current Customer Experience Lifecycle
Identification of priority stages for improvement
Recommendations for lifecycle-based content, campaigns, and plays
What You’ll Walk Away With
A unified map of your full customer experience—across every function
Visibility into gaps, disconnects, and friction across your funnel
Clarity on which lifecycle stages drive the most value—and need the most work
A foundational asset to guide messaging, marketing, onboarding, and advocacy strategy
Why It's Essential
Strategy without alignment is just theory. This workshop gets your executive team and go-to-market leaders on the same page—literally.
It’s the foundation for everything that follows in your GTM:
- Messaging that reflects the real journey
- Tactics matched to lifecycle stages
- Campaigns aligned with readiness and intent
- Handoffs between teams that feel seamless to the customer
Where It Fits in Your Engagement
This workshop works best when layered after the:
- GTM Audit & Benchmarking
- Competitive Analysis & Positioning
- Market Opportunity & TAM Assessment
…and before the:
- Marketing Strategy & Planning Workshop
- Content & Messaging Workshop
- Campaign Planning & Funnel Design