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Microsoft Process Mapping Template Download For FreeExplore whatever fits you best and download for your own use. Before you leave, you take an inventory of what you currently have in your refrigerator and cupboards. However, many customers are unhappy with the interactions and resources available from their current or prospective solutions. With an increasing number of resources available online, consumers are educating themselves and, in many cases, taking much longer to make a purchase decision. Add to this an increasing social media influence and both the average sales cycle and customer churn rate of many businesses are growing rapidly. Common advertising and customer service techniques are often glanced over. How businesses interact with prospects and clients must be replaced by a custom-tailored process. Perhaps the most common solution to this modern sales dilemma is to create a customer journey map. ![]() Customer journey maps are created from the perspective of the buyer. Understanding the viewpoint of those who purchase your goods and services can help in both marketing and sales. Whats more, companies that implement customer journey-led transformations (by identifying operational inefficiencies) can lower the cost to serve by as much as 20. For instance, a map could start at the point an individual (or prospect) becomes aware of your brand and continue on past the purchase. Another map may simply begin after a purchase (or trial signup) and help maximize the onboarding of new clients. All maps will include multiple touchpoints (or phases) to display how the prospectcustomer is interacting with your company and products. The complexity of your map may vary based on your several factors. Microsoft Process Mapping Template Software Product MayOn the other hand, something like a high-priced B2B software product may take many touch points over the course of several months leading up to a sale. Understanding who it is that is making the decision to buy, down to firmographic and demographic details, as well as the interactions they make with your brand is valuable to every company. However, a customer journey map details the very steps your buyer personas take during the sales cycle. More and more businesses use personas while a great many still neglect to document the journey from the eyes of their prospects. Since youre creating a map of a different perspective, it can be framed differently based on your intended goals. Lets briefly discuss three different styles of customer journey maps. Most often, these maps aid in visualizing a business customer experience process. The vast majority of individuals dissatisfied with a solution will leave without complaint. Others may complain that the company does not monitor certain channels (e.g., social media) to adequately address consumer concerns. Using a current state map can identify weak points in various stages.
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