Thanks Bobbi, I found her article useful – Spend Time on your Customer Journey it’s Worth It!

What I am searching for is a litle more process driven. I’ve begun doing some mapping in Visio (for those that have a Microsoft licence). Essentially I’m mapping our entire back end process, when emails go out, what phone calls to make, anything involved in our process from enquiry through to onboarding. It’s going ok so far, I’ll report back once I’m done!