Objectives of the Customer Journey Map

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The use of the CJM tool allows to increase the efficiency of communication and to construct a complete image of the client. The map determines:

From what sources did the consumer learn about the product: from information on the brand’s website, advertising in the media, social networks, from a call center manager, during a visit to a retail outlet (office).

Principles of interaction between clients christian churches email list of different categories.

The sequence of user actions before making a purchase and its purpose. (For example, to receive a price list and plan a purchase, he needs to enter his contact information in the fields of a special form on the site page.)

The degree of convenience for customers in the process of interacting with the company and the product.

Emotional reactions of consumers at different stages of communication.

What the buyer perceives as an obstacle on the way to the goal.

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Alexander Kuleshov
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With the help of a tool such as Customer Journey Map, many important tasks are solved:

comprehensive work with the consumer is ensured with the aim of establishing long-term relationships;

the client becomes closer to the company;

loyalty increases.

Working with CJM helps the sales consultant analyze the customer's path effectively and fully. It becomes clear whether everything is right with the sales funnel, at what stages the loss of customers occurs, what weak points still need to be worked on.

Thanks to this method, priorities shift in the minds of managers towards the consumer. The global Internet and social media communication change people, so businesses face new challenges in changing their strategy and tactics.

Similar to CJM maps
In addition to CJM, there are other maps that define user experience. They have some similarities, but also some differences.

The Experience Map is created to get a clear picture of the overall behavior of an individual. The Customer Journey Map is created for a narrower, more specific purpose.

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The need for a service map arises after a person has purchased a company's product and the CJM task has been completed. The essence of the document is to present the client's relationship with various service structures, and to determine the points of interaction. The map is drawn up from the company's perspective.

The User Story Map also reflects user stories, but the US format is used to visualize functions. These maps have much in common, but the purposes of their creation differ: CJM is built to analyze customer behavior, and USM helps to plan.