![]() ![]() ![]() From this vantage, the customer journey divides into a pre-sales buyer’s journey, which is driven by marketing and sales, and a post-sales customer journey, which is the responsibility of customer success teams and account managers. The traditional customer journey had previously been viewed from the perspective of the seller. In the SaaS industry and in other industries borrowing its insights, the modern customer journey has been reconceived from a more customer-centric perspective. We’ll also provide a customer journey map template you can adopt and adapt to optimize your customers’ experience and increase client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. ![]() A customer journey map template lays out a path to optimal outcomes promoting client retention. ![]()
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