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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 represents your customer interactions, while innovation is how you modify your products and services based on your customers' needs. To map your customer journey, I'll assess your marketing, customer success and service. For innovation, I'll focus on how you share your customer feedback internally, enhancing your ability to enable 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 representing how your organization interacts with customers across business functions. It also identifies whether customer feedback loops reach the decision-makers offering them intimate access to customer needs.
Breaking down the research by function
Breaking down the research by function
Marketing
Marketing
We'll assess your sales and marketing technology stack (sales pipeline and forecasting, digital marketing, email and marketing automation, analytics, and chatbots) to determine where it helps you connect with prospective customers and gain a competitive advantage.
Customer Success
Customer Success
We'll examine your customer relationship management (CRM), order management (OMS), eCommerce, and shipping software you use to onboard new customers, track, manage, fulfill, and ship their orders, and encourage them to make their next purchase.
Customer Service
Customer Service
We'll focus on what customer service (issue-tracking, surveying, monitoring, review and feedback management) software you use to manage clients and how effectively and efficiently your team processes their product and service concerns and returns.
Innovation
Innovation
We'll audit the technology that manages your business operations (accounting, invoicing, warehousing, human resources) to learn how integrated they are, how effectively you manage employee needs, and share customer feedback.
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