Customer Journey Management: Mapping and Analysis
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Questions and Answers

What is one of the best ways to generate efficiencies in business processes according to the text?

  • Increased customer retention
  • Increased customer satisfaction
  • Better ratings and reviews
  • Analyzing the Customer Journey (correct)

    • Which part is NOT mentioned as a component of the Customer Journey Map?

  • Back-stage
  • On-Stage
  • Customer Centric
  • Personalized (correct)

    • Which element is NOT part of the 'Digital Only Customer Journey' framework mentioned in the text?

  • TV, RADIO, PRINT... (correct)
  • VIRAL
  • MOBILE APP
  • SOCIAL ADS

    • Which marketing strategy is NOT listed under the 'Digital Only Customer Journey' framework?

    <p>SOCIAL MEDIA</p> Signup and view all the answers

    What can analyzing the Customer Journey lead to?

    <p>Improved business process efficiency</p> Signup and view all the answers

    What are the three parts of the Customer Journey Map mentioned in the text?

    <p>Customer Centric, On-Stage, Back-stage</p> Signup and view all the answers

    Which marketing channels are included under the 'Digital Only Customer Journey' framework?

    <p>SEO, Social Media, Influencer Marketing</p> Signup and view all the answers

    In the context of the text, what does 'VOC' stand for in the 'Digital Only Customer Journey' framework?

    <p>Voice of Customer</p> Signup and view all the answers

    Which element is NOT included in the categories of the Customer Journey Map?

    <p>Employee Satisfaction</p> Signup and view all the answers

    What is a key element of the Digital Only Customer Journey framework that promotes organic growth?

    <p>SEO</p> Signup and view all the answers

    What is the primary purpose of analyzing the Customer Journey according to the text?

    <p>To increase customer retention</p> Signup and view all the answers

    In the 'Digital Only Customer Journey' framework, which component is not directly related to online marketing?

    <p>Offline TV, Radio, Print</p> Signup and view all the answers

    Which element is not typically a part of the 'On-Stage' section of a Customer Journey Map?

    <p>Back-end system processes</p> Signup and view all the answers

    What is a key focus of the VIRAL, VIDEO, INFLUENCERS components in the 'Digital Only Customer Journey' framework?

    <p>Content creation</p> Signup and view all the answers

    How does Customer Journey Mapping contribute to Higher Customer Lifetime Value?

    <p>By increasing repeat purchases</p> Signup and view all the answers

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