A separate customer journey map is created for each key segment

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Before buying something, a person does a lot of things: studies different options, reads reviews, visits a website, calls a hotline with questions. Each contact with a company leaves an impression: positive or negative. Even small details can spoil the overall picture, for example, a non-working lead form or the absence of the required payment method.

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The CJM or Customer Journey Map tool helps you look at processes through the eyes of the customer and go with them all the way from getting to know the product to buying it. In this article, we will look at how to correctly create such a customer journey and how to use it for the benefit of your business.

What is CJM
Customer Journey Map — a customer journey map or a visual diagram that shows how egypt phone number list a person moves from one stage to another, what he thinks and feels, what difficulties he encounters. The focus is on the emotions of a person, and the main task of the tool is to make the experience of interacting with the company pleasant at all stages of work.

of the target audience . The business can choose the format and content of the CJM for itself. But most often it is presented as a table: the columns indicate the stages of the customer journey, and the rows indicate the points of contact, the person’s actions, their emotions, goals and expectations, barriers and difficulties.


Most often, CJM is presented in a table format.
What does CJM give?
A well-developed Customer Journey Map benefits a business in the following areas.