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 Mapping
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...
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