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Customer Journey Management: Mapping and Analysis

15 Questions

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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?

SOCIAL MEDIA Signup and view all the answers

What can analyzing the Customer Journey lead to?

Improved business process efficiency Signup and view all the answers

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

Customer Centric, On-Stage, Back-stage Signup and view all the answers

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

SEO, Social Media, Influencer Marketing Signup and view all the answers

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

Voice of Customer Signup and view all the answers

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

Employee Satisfaction Signup and view all the answers

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

SEO Signup and view all the answers

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

To increase customer retention Signup and view all the answers

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

Offline TV, Radio, Print Signup and view all the answers

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

Back-end system processes Signup and view all the answers

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

Content creation Signup and view all the answers

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

By increasing repeat purchases Signup and view all the answers