Nancy Ezzat

The journey map covers various aspects of therapist onboarding, hiring processes, productivity measurement, work flexibility, community support, and awareness building within the therapy community. It discusses the procedures for therapists to join a platform, including raising awareness, applying, adoption, and referrals. It also delves into the hiring process, which involves resume submission, verification, setting service rates, and conducting interviews.

The importance of measuring productivity through the number of weekly sessions is highlighted, along with utilizing social media for promotion and optimizing search results. The document also emphasizes the value of work flexibility, a supportive community, and a focus on therapy in a professional setting. Furthermore, it touches on the adoption process, including legal requirements and considerations, as well as the therapists' experiences in their practice, addressing challenges, self-care, and the impact of their work on mental health.

The document outlines a framework for enhancing customer experience across various stages—discovery, decision, delivery, and feedback—focusing on a B2C journey. It emphasizes the need for easy access to targeted content, partnerships, and effective community building, particularly in the context of mental health support. Key components include:
• Improving user experience through simpler navigation to therapist lists.
• Implementing booking methods for critical and chronic care.
• Incorporating community volunteer programs.

The framework also highlights the importance of collecting feedback through surveys and metrics to analyze customer satisfaction and engagement. Finally, it discusses pricing strategies and the significance of service delivery options, such as face-to-face sessions and diverse payment methods, to cater to varying customer needs.

The document outlines a customer success process by emphasizing the value derived from initiatives to enhance employee wellness, leading to decreased healthcare costs and increased work productivity, ultimately yielding a high ROI. For instance, a study indicated that for every dollar spent on a wellness program, companies saved $3.27 through reduced healthcare expenditures.

Various corporate offerings, including subscription-based models and workshops, are discussed with different benefits and services tailored to startups, small to medium-sized enterprises (SMEs), and corporate clients.

The document also mentions business-to-business (B2B) marketing strategies and sales processes centered around raising awareness, onboarding, adoption, and expansion. These strategies are designed to elevate corporate wellness and improve financial outcomes while maintaining low risks.

The customer success process encompasses various responsibilities of a customer success manager (CSM) to enhance client relationships and ensure business growth. Key tasks include:
• Managing contracts and invoices.
• Monitoring client activity.
• Facilitating onboarding and demos.
• Conducting regular meetings to understand client needs.
• Advocating for customer satisfaction.

CSMs must also analyze customer data to improve experiences, manage product demonstrations, handle complaints, and engage clients at different stages of their journey—onboarding, adoption, renewal, and expansion—while implementing strategies to minimize churn and maximize value. Revenue recognition methods, invoicing schedules, and engagement activities are also critical to the framework of customer success within the organization.

The SWOT analysis and market overview in the plan identified the company's main challenges—the concentration of clients within the Middle East, the non-competitive rates for the DCMG business, the dependency on a very fragile client base (mainly TV channels), and the poor online and marketing presence—which put the company at a disadvantage in comparison to regional and global competition.

On the other hand, DigiSay's array of services is still not fully utilized or marketed, leaving a lot of room for improvement and growth in 2019. Accordingly, the plan below focuses on DigiSay's positioning as a digital content distribution, marketing, and protection company.

We focus on exploiting our strength with TV channels in the Middle East while targeting international markets with our competitive edge, namely anti-piracy services. We will also aim to launch an influencer marketing service for influencers, organizations, and events around the world.

The plan also entails creating the necessary tools to achieve our goals, including a dashboard for our DCMG clients, a professional website for our influencer marketing service, and a proactive offline and online marketing calendar.

The document outlines a brand awareness campaign for 138 Pyramids, an investment fund managed by Delta Inspire that supports Egyptian startups and SMEs in the food and beverage, fashion, and services industries. ​The campaign includes:
• SEO strategies
• Website content enhancements
• Social media platforms for promotion
• Content creation ideas like blog posts and videos
• Event participation plans
• A phased timeline for activities

It emphasizes constant support, detailed content strategies, and engagement through various channels to reach target audiences effectively.