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Education & Professional Development

The Challenge

The organization faced a Lead-to-Customer Funnel that suffered from erosion in the mid-funnel stages,
a lack of continuity across touchpoints, and a gap between marketing activities and the sales team’s conversations.

A strategic initiative was required to enable:

  • An end-to-end, continuous Customer Journey

  • Persona- and Intent-based marketing

  • Empowering sales representatives through data, timing, and tailored content —not merely “lead handoff”.

The Objective

To build a unified, measurable, and actionable customer journey map,

enabling cross-functional collaboration between marketing, sales, and management,

supporting data-driven decision making (Data-Driven Decision Making),

and increasing conversion rates and LTV.

What We Did

  • End-to-End Customer Journey Mapping,
    from the lead stage, through consideration, sales, onboarding, learning, and repeat customers.

  • Defining customer personas, including Intent, barriers, emotional triggers, and decision-making stages.

  • Connecting marketing, sales, and CRM through system integrations (MarTech + SalesTech).

  • Data enrichment, standardization, and unification of data infrastructures to create a Single Source of Truth.

  • Building advanced automations across the journey, including nurturing, follow-ups, hand-offs between marketing and sales, and intelligent timing.

  • Operational alignment with management, marketing, and sales around KPIs, processes, and responsibilities.

  • Developing an actionable customer journey map for teams, a practical framework that connects strategy with day-to-day execution.

Our Approach

Instead of adding another tool or technological layer,
we built a strategic infrastructure that connects:

  • Data

  • Processes

  • People

  • Systems

The project was defined as an organizational CX and RevOps transformation,
rather than merely a technical automation project.

Business Impact

  • Aligning marketing, sales, and management around a unified language and process.

  • A significant improvement in the ability to measure, analyze, and manage the customer experience (CX Analytics).

  • Accelerating data-driven decision-making processes.

  • A robust foundation for intelligent automation, scalability, and future growth.

The Outcome

A complete, connected, and actionable customer journey,

enabling the organization to view the customer as a single, continuous process,

rather than a collection of disconnected touchpoints.

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