Customer Journey Management: Mapping and Analysis

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15 Questions

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

Analyzing the Customer Journey

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


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


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


What can analyzing the Customer Journey lead to?

Improved business process efficiency

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

Customer Centric, On-Stage, Back-stage

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

SEO, Social Media, Influencer Marketing

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

Voice of Customer

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

Employee Satisfaction

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


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

To increase customer retention

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

Offline TV, Radio, Print

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

Back-end system processes

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

Content creation

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

By increasing repeat purchases

Explore the importance of analyzing the customer journey to enhance customer satisfaction, retention, and lifetime value. Learn about Customer Journey Mapping and its components such as Customer Centric, On-Stage, and Back-Stage. Dive into specific journey maps like Flight and Restaurant experiences.

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