General CRM
Customer Journey
The complete sum of experiences that customers go through when interacting with a company and its brands.
Complete Definition
The customer journey maps all interactions a customer has with a business from initial awareness through purchase and beyond. Understanding and optimizing the customer journey helps businesses identify pain points, improve experiences, and increase customer satisfaction and loyalty. CRM systems track and analyze customer journeys to provide insights for improvement.
Key Points
- 1Maps all customer interactions
- 2Identifies pain points and opportunities
- 3Guides marketing and sales strategies
- 4Improves customer experience and retention
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