Creating a Customer Journey Map
In the "Customers" facet, Process Designer enables the realization of Customer Experience Management.
The Customer Journey is a marketing method that aims to make the customer's behavior understandable and transparent so that one's actions align optimally with the requirements.
In a Customer Journey Map, all steps (Customer Journey Steps) are presented from the customer's point of view, which he goes through when dealing with the company. This usually begins with the sales phase and ends with the service/consulting phase. All Touchpoints between the customer and the product or service, e.g., through advertisements, commercials, the Internet, as well as the opinions of third parties in rating portals or user forums, are relevant. Other relevant factors to consider are the Sales channels and the different types of customers (Personas).
In Process Designer, Customer Experience Management is structured hierarchically and can be set up by the architect. Under each CEM (Customer Experience Management), the author adds a new Customer Journey Map.
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The Customer Journey Steps are set up in the same way as the process. Customer Experience Management is structured hierarchically, which the architect can set up. The interface function also allows for a connection to processes.
Furthermore, the author can also install logical connectors (and, or, either-or).
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All Customer Journey Maps and Customer Journey Steps will be extended in detail with further Customer Journey objects. Among other things the persona, which represents the
swim lane. The details can be found in the detailed content under the relevant tab (touchpoints, stakeholders, sales channel, etc.).
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Further information can be defined in the HTML field of the detail content. There are several fields that the author can edit.
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The Approver carries out the release of the Customer Journey. This is maintained by the author when the status changes. The person responsible then receives the task of checking the customer journey map and approving or rejecting the release.
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