The customer journey is the full experience of each customer stakeholder who has interacted with your brand. The journey starts right from when you start marketing your product or firm. A typical customer journey map involves capturing details such as below during each stage of the journey – awareness of your brand (marketing), consideration of your products (sales), decision (contracting), onboarding (implementation and deployment), and beyond:
- What are the stakeholders’ feelings?
- Why are they feeling a certain way?
- How do we communicate with them?
- What are they researching?
- How can we move them forward in the desired path?
- What is their action?
- How can we expedite?
- Who from our company is providing the information to them?
While vendors can document this information in PowerPoint and keep it in their document management systems, CS platforms should ideally act as a central repository to reference this information for any existing and prospective engagements.
