Mapping a customer journey doesn’t have to be an overly complicated effort. If you’ve been using surveys to gauge customer opinions, you’re taking the first step toward understanding your customers’ experience. Now, it’s time to take the next step to develop a comprehensive customer relationship management (CEM) program—by mapping your customers’ journey. This ebook provides additional details about why the customer journey is important to CEM, and how a customer-journey approach to CEM can help companies reap big rewards.
Download our ebook to learn about:
- Outlining your customers’ journey and identifying key moments of truth
- Creating a listening strategy and aligning the journey to internal functional areas
- Socializing the journey map within your organization to create CEM success