Customer Journey Mapping

Putting customers at the heart of your technology strategy. The relentless pace of technology evolution is empowering people. Customers expect more, complain more, are more willing to switch suppliers and share far more about their experiences. To remain competitive, it imperative you understand how your customer wants to engage with you and should be the starting point of any CRM strategy.

HOW WE HELP

Becoming customer-centric is not just about fixing internal processes, but instead looking from the ‘outside in’. Seeing the customer experience through their eyes is often a reality check for many organisations, even those who think they are customer-centric.

We help you understand and map your current customer journey, identify gaps and leverage the latest CRM technology to provide a single seamless journey across all touchpoints, from initial engagement through to post-sale.

Benefits at a glance

Understand the current customer experience across all channels and touchpoints with your organisation
Understand the experience your customer would like to receive
Understand the gaps between the current and ideal engagement experience
Understand how technology can help your organisation deliver the ideal customer experience

HOW CUSTOMER-CENTRIC IS YOUR ORGANISATION?

My organisation collects customer experience feedback on a regular basis

I agree
I disagree

I know how many customer touchpoints there are with my organisation

I agree
I disagree

I understand how the latest technology can support our customer's experience of interacting with our company

I agree
I disagree

Our business processes are centred around the customer experience

I agree
I disagree

DID YOU KNOW?

64% of consumers expect companies to respond and interact with them in real time
80% of business buyers expect companies to respond and interact with them in real time
75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person.

ACTIVITIES & OUTPUTS

Map of current customer journey highlighting key touch points with organisation
Undertake customer survey to understand the needs & drivers of customers and how they would like to engage with your organisation
Undertake customer interviews to drill deeper and gain qualitative information into key topic areas
Define ‘to be’ customer journey and the functional requirements required to support it

GET A QUOTATION

Have a vision, goal or issue you need help solving?

Call us today on 01296 328 689 for a discussion with our experienced team and a no obligation consultation and quotation.

GET IN TOUCH

Case studies

HR and Finance Integrated Payroll

Selecting-the-most-agile-CRM-&-ERP-solution-banner

Food Production Company

West Yorkshire Combined Authority

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CASE STUDIES

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CRM, ERP and HRM TECHNOLOGIES

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