A Customer Journey Map is an illustration of experiences in a buyer’s life cycle. A Customer Journey Map (CMJ) is not a client acquisition funnel. CMJs help study customers. Customer journey mapping helps companies meet customer expectations and increase customer retention.
Considerations When Creating a Customer Journey Map
Because each business serves a different kind of customer, CMJs are unique for each business.
When creating a customer journey map, consider the following:
- Life Cycle Stages: Begin by highlighting the stages a customer goes through while using your product. For the SAAS industry, typical stages include Signing up->Onboarding->Adoption->Retention->Advocacy. In the onboarding stage, companies familiarize the user with the software. In the adoption stage, users upgrade from free trials to paying customers. In the last stage, you want users to become advocates for the company.
- The Buyer: Next, brainstorm questions buyers ask along the life cycle. What do customers think? What do they say? How do they act? Do deep customer research to help avoid guesswork.
- Company Experiences: What experiences do you want to deliver? Make a list of the products you offer and link each batch of products to the CMJ. The intention is to make a customer successful with company products.
- Practicality and Effectiveness: Is your CMJ practical? Overthinking a journey map can lead to indecision.
Customer Journey Mapping In Marketing
Marketers use customer journey mapping to improve retention. Because it uses behavioral marketing, customers feel satisfied. Marketers can analyze data and offer additional products based on past buying history.
At SuccessKPI, we provide a variety of tools to help enhance customer interaction. Contact us today to see how you can integrate various channels and data into your customer journey!