This tool is linear. The sales funnel describes sequentially how the consumer moves toward making a purchase. However, in reality, the customer’s journey and the company’s view of this process are very different.
Business sees its task as "pushing" the customer through the funnel, trying to speed up their decision to buy. That is why the customer is bombarded with intrusive calls and letters with the message: "Buy right now!"
In turn, for the consumer, purchasing is a process of choice. He evaluates various offers, paying attention to such aspects as cost, delivery conditions, payment methods and service level.
The buyer needs time to think saudi arabia phone data and find the best solution, and it is quite possible that it will be found in competitors. While the manager is interested in the consumer choosing his product. The business tries to speed up the customer's passage through the sales funnel, pushing him to a quick decision.
Thus, the sales funnel reflects the interests of the company, but does not take into account the needs of the client.
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Principles of Customer Journey Mapping
CJM is a research tool that helps you understand your customers' motivations and actions.
It is important to remember that the buyer does not always follow a straight line from interest to a deal. It is a complex and winding process.
The essence of building a customer journey map is to study consumer behavior at different stages of interaction with the brand.
CJM analysis helps optimize marketing decisions aimed at attracting and retaining customers, taking into account their needs and expectations.
Principles of Customer Journey Mapping
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The key difference between a customer journey map and a standard marketing strategy is the focus on the consumer, their problems, needs, goals and priorities.
Developing a CJM helps to better understand what steps need to be taken to ensure that a buyer trusts the seller with their finances and chooses their product.
By analyzing the customer journey, a business can identify existing opportunities to improve the purchasing experience and create interesting offers that meet the needs of the target audie