But, wait! What happens when companies get customer journey management right?
Effective customer journey management starts with taking a company-wide approach – often led by a senior executive – that brings various departments and people together to understand how customers engage with your company from start to finish. If your company’s channels, touch points and departments are disconnected, your customer journeys probably are too!
When companies truly understand the various journeys that their customers take when doing business with them – from shopping to sales to service – only then can they deliver a seamless and consistent experience that spans all channels, touch points, departments and people. The result? More revenue, higher satisfaction, and better productivity across your company.