Welcome to another reality check. The CRM industry loves a good fairy tale. The most persistent one is the mythical customer journey. We like to pretend that customers wake up, look at our perfectly designed product pathways, and cheerfully walk down the well-paved brick road. The reality is far les...
Blog tagged as Customer Journey Management
How to orchestrate customer journeys in real time at scale
09.09.21 1:26 PM - Comment(s)
Customer journeys are as individual as customers. Every customer has different needs, preferences, knowledge, information and another way to resolve their issues. In brief, every customer has a context of their own.
As a consequence, customer journeys are often non-linear and move across different ch...
How to do great Customer Journey Orchestration
07.30.21 11:39 AM - Comment(s)
Following the great discussion about Customer Journey Orchestration that we had with Graham Hill it was obvious that this topic deserves and requires more attention. We had a lot of points and different terms, starting from customer journey management, customer managed journeys, customer journey ana...
How to do Customer Journey Orchestration
04.30.21 11:52 AM - Comment(s)
Customer Journey Orchestration is one of the hottest topics in the CRM/CEM/CX area right now. And it is a bigger one than you might think. It involves thinking about ecosystems, actors, outcomes, interactions, jobs-to-be-done and much more.
To get into the thick of it, we wanted to talk with someone ...
How to not manage your customers' journeys
04.13.21 2:48 PM - Comment(s)
It is time to talk about customer journeys and customer journey orchestration.
Again.
The theme of two of my recent articles has been about customer data. First, in my article Why you don’t want a 360-degree on the customer I rubbed the coveted 360-degree view on the customer, which is utterly meaning...
