What tasks does CJM help to solve?

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The better you know your audience and understand their buying experience, the greater the opportunities for your business. Where to start studying the consumer? Leading marketers recommend designing a Customer Journey Map.

In a generalized form, CJM is translated as creating a customer journey map. Customer Journey Map (CJM) is a visualization of the history of consumer interaction with your product, service, company or brand (in this article I will call everything by one word - "product") through different channels in a certain period of time. In more scientific terms, Customer Journey Map is a directed graph that displays the customer's path using contact points.

The need for CJM arose when interaction with clients vietnam cell phone number list became not eclectic (separate website, separate advertising, separate sales service, separate support), but systemic: all channels started working together. At that moment, it became clear that the client cannot be simply abandoned after contact; he needs to constantly feel care and interest from the company.

CJM allows you to objectively analyze the customer's experience of interacting with the product, record and eliminate emerging barriers, and offer recommendations for improving the product. This is a must-have tool if you strive to meet the needs of your audience in your activities.

understand the consumer's path of interaction with the product
gain a full understanding of customer needs, expectations, problems and actions when communicating with the brand
to form and generalize a single customer experience in omnichannel interaction
Determine the best communication and customer engagement strategies
Optimize the consumer journey taking into account the company's business processes
Eliminate barriers and weaknesses in customer interactions with the service
Increase overall consumer satisfaction with the product and earn their loyalty