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What Is Customer Journey Mapping

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By Author: CxDeployer
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Some maps explicitly set out the crucial opportunities on the map itself. This can be helpful as a communication tool, particularly in the event the key opportunities are added after chances are prioritized. In this way, the journey map becomes a continuing communication and governance record.

A checklist for Creating Customer Journey Map

Major target activities are purchases, orders, or inquiries. Available channels such as telephone, internet division, marketing communications, and support interactions. Other Techniques for employing a CJM Improvement and Innovation Utilizing Customer Journey Map

Customer Journey Map is a powerful method for understanding what motivates your customers - what their requirements are, their own hesitations, and concerns. Though most organizations are pretty good at collecting data about their customers, data alone fails to communicate the frustrations and experiences the Customer experienced. A story can accomplish that, and one of the best storytelling tools in business is your customer journey map.

The customer journey ...
... map employs storytelling and visuals to illustrate the relationship that a customer has with a company over a time period. The story has been told from the view of the customer, which provides insight into the total experience of the Customer. It helps your team better understand and address customer needs and pain points as they experience your service or product. To put it differently, mapping the Customer journey offers your business the opportunity to understand how you first engage a possible Customer, and then moves through the touchpoints of the whole sales process.
Up until now, I have focused on the frontstage or outside-in perspective of this journey. The backstage describes the internal systems, processes, and people who are involved in delivering that journey. This is the inside-out perspective of this journey. When combined in one journey map, these two views are often known as a Frontstage/Backstage Map or an Eco-System Map.

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