CJM - follow the customer journey

[nusaiba127]

Step 3.
At the third stage, CJM is developed – the customer’s path from the formation of a need to the sale and upselling.

It often happens that companies invest a lot of resources into developing a scheme, but the document is “put away on the drawer”, and in vain: it is a whole treasure trove of information that is important and necessary to work with.

CJM helps :

see the main points of contact;
understand what influences purchasing decisions;
find out what difficulties arise along the client’s path;
identify the advantages and senegal consumer email list disadvantages of a marketing strategy;
improve your understanding of your target audience;
increase the number of sales and repeat purchases;
find ways to increase conversion rates;
reduce the sales cycle in the funnel;
improve the quality of service;
eliminate unnecessary touch points;
identify triggers for word of mouth marketing.
Understanding the customer journey helps you see potential growth points and understand what you can give the customer at each stage of the funnel , what triggers should be used to create long-term relationships and turn the customer into a “brand advocate” for subsequent recommendations of your business from his side, which is extremely important in B2B.

Example CJM:


unnamed(86).png


Image from the author's archive

By building a sales funnel/customer journey, you understand what unnecessary touches are currently in place and can eliminate them so as not to bother the client unnecessarily. Each email should not be sent “for show”, but with a specific purpose – moving the client to the next stage.