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How effective is your customer journey?
How effective is your customer journey?
Peter Drucker, the famous management consultant, author and educator, believed that a business's sole purpose is to create a customer. In that pursuit, it has two main functions: marketing and innovation. Marketing encompasses your customer interactions, while innovation involves modifying your products and services to meet your customers' needs. To map your customer journey, I'll assess your marketing, sales and customer service processes and technology stacks. For innovation, I'll focus on how you track, monitor, visualize, and share customer feedback internally, thereby enhancing your ability to drive customer-centric innovation.
Visualizing your Customer Journey Map
Visualizing your Customer Journey Map
The outcome of the Research and Assess phase is a Customer Journey Map (CJM) representing how your organization interacts with customers across business functions. It also identifies whether customer feedback loops reach decision-makers, offering them insight into your customers' needs.
A CJM visually represents the entire customer experience, from awareness to post-purchase support. By outlining each stage, action, thought, and emotion, the CJM identifies key pain points and bottlenecks. The CJM helps companies pinpoint inefficiencies—such as excessive manual data entry or communication delays. By addressing these issues with targeted software solutions, such as a Customer Relationship Management (CRM), Marketing Automation and Engagement Tools, Sales Enablement and Productivity Tools, Customer Service and Support Platforms, eCommerce Websites, Content Management System (CMS), Point of Sale Systems (POS), Order Management Systems (OMS), data analytics and reporting - businesses can maximize their ROI from software investments and support sustainable growth.
Breaking down the research by function
Breaking down the research by function
Marketing
Marketing
We'll assess your marketing process and technology stack (search engine optimization, digital marketing and advertising, email and marketing automation, analytics, and chatbots) to ensure it supports your marketing team in building brand awareness, attracting and engaging prospective customers, and generating sales leads.
Sales
Sales
We'll examine how well your sales process and technology stack help your sales team motivate prospective customers to make their first and subsequent purchases, onboard new customers, track, manage, fulfill, and ship their orders, including Customer Relationship Management (CRM), Order Management Systems (OMS), eCommerce, and shipping software.
Customer Service
Customer Service
We'll review your customer service process and technology stack to determine how well they help your customer service team manage client concerns, product and service issues, and product returns (reverse shipping, customer issue tracking and feedback management).
Innovation
Innovation
In a dynamic market, leveraging technology such as data analytics and reporting is essential for effectively monitoring customer feedback. These tools enable companies to track shifts in preferences and adapt their offerings accordingly, ensuring they meet and anticipate evolving demands.
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