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Customer Journey Mapping

Customer Journey Mapping

Customer journey mapping technology helps organizations graphically depict, design, analyze and optimize their customers’ experience during the purchase or post-sale customer journey. Some journey mapping solutions also include capabilities for gathering information directly from customers, partners and other key stakeholders. Customer journey mapping tools are an emerging category of tools with four core features: journey stage depiction, data collection and mapping, validation, and reporting. The software shows stages within the buyer's journey and customer lifecycle, and highlights capabilities to further segment the stages. Additional capabilities include the management of multiple buyer/customer personas and different customer needs. Customer journey mapping tools also enable data collection from external sources describing the current state of the customer experience. Data is fed into existing templates to depict customer experiences across different functions and stages. Users must also be able to fully or partially map the experience without the use of imported data. Thirdly, the software collects feedback (e.g. from customers, partners, sales) and uses it to validate the current state. It also provides standard reports and dashboard templates that can be customized through different report views, filters and visualizations, highlights best practices, and identifies and prioritizes opportunity areas. Show less...

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