You have your data & KPIs and the start of a simple Welcome Series ready to go. Now is the time to look at the overall eCRM customer journey and mapping of what communications a customer will receive – your welcome series now becomes part of the overall journey.
What is the customer journey? A customer journey is a simple diagram or map that illustrates all the steps or experiences your customer goes through when engaging with your company. The goal of the map is to teach your team about their customers and how you are communicating to those customers.
Who benefits from the customer journey? Your customers, your designers, your developers, your leadership and your customers all benefit from a detailed customer journey.