Using customer journey maps to improve customer experience
Know your customer to sell more. We are sure you all know about this mantra but are you familiar with the term customer journey map? It is a phrase that is gaining a foothold in the world of CRM, ERP, and other applications as a ready-to-use feature.
So what are customer journeys maps?
Customer journeys help organizations learn more about their customers down to the last detail, and a customer journey map records:
- Each stage and step a prospect takes along the journey of becoming a customer.
- The experience of a prospect or customer regarding a product, service, or both.
- Key interactions between an organization and its customers.
- Customer feedback.
Customer journey maps help you provide a better experience. Using these records, you will learn about the customer from their perspective. You will understand what motivates a customer and their expectations from a business. You will be able to identify requirements, issues, pain points, etc.
They help you to define customer personas and use them to identify which customer actions drive revenue. Customer journey maps help establish long-term relationships with your customers resulting in repeat sales.
Does your CRM come with a customer journey mapping feature?