Consumer behavior is changing, and all these changes have impacted the customer journey map. So, what is the customer journey map? The customer journey is a set of experiences that the customer goes through when interacting with your organization. It can be as simple as a smile or welcome when walking into a sales office or model home. Having a sales assistant take you on a tour of the community, share information about design options, and answer questions on financing are all part of the customer journey. This set of experiences is typically represented visually as a customer journey map; detailing how the customer moves forward from A-Z.
The importance of a Customer Journey Map
Stepping into your customer’s shoes is crucial when your business is in the process of creating a customer journey map. This helps B2B businesses gain insight into the average pain points the consumer experiences, allowing the decision-makers in your business to elevate and customize the overall journey.
What does a Customer Journey Map look like?
Visualization via visual graphics is an effective means of communicating concrete and abstract ideas. Physically mapping out the customer’s journey and considering all of the possible touchpoints i.e., a website visit, registration card, email communication, any interaction with sales and marketing, etc. allows companies the ability to drill down the journey for each potential buyer and customer.
The customer experience is more important than ever
80 percent of customers consider their experience with a company to be as important as its products, according to recent research from Salesforce. The task of creating a customer journey map is not just limited to large organizations, it also applies to small and medium businesses. Regardless of company size, consumer expectations are ever-changing, making it essential for businesses to get to know and understand their customers interests and preferences. There are many benefits to mapping the customer journey:
Optimization of the customer onboarding process
Benchmarking the perceived journey against the actual customer journey
Getting a clear picture of the buying funnel and learning how to bring each buyer persona through the right channels i.e. from prospect to conversion
Developing a logical and organized system in the customer journey
The most important benefit, according to the research suggests, is gaining a better understanding of your customer base. Creating a symbiotic relationship surrounding the marketing processes is the gold standard to understanding the expectations of customers and creating communications and interactions that generate results. At ApostleTech, we know that CRM plays a vital role in the customer journey map. CRM software tracks the sales process, helps identify trends, and communicates information to sales and marketing that allows the team to develop a more personalized customer experience. Its purpose is to connect the dots for each buyer persona and bring all the data together to enhance the experience for both the user and the customer. If you are in the process of creating a roadmap for your business and want to learn more about implementing the right Customer Relationship Management tool, contact us here. Our team is ready to chat and be part of your journey.