What is CJM?
CJM is an acronym for Customer Journey Map or Customer Journey Model. Customer Journey Mapping is an essential process that should occur before the redesign or launch of a website to ensure that the customer experience is as effortless as possible: it’s the experience of interacting with your brand from the customer’s point of view. The plan can include visuals and graphics and will depict a customer relationship with a company; the services offered by the organisation and its products.
A Customer Journey Map lies at the core of a simple and enjoyable user experience. It defines how a company’s processes, systems, employee relationships, or interactions with customers can be improved. CJM helps to gain a deep insight into what your customers want and need. That means building better campaigns for your marketing team and deeper engagement with customers and prospects for your sales team.
What is the purpose of CJM?
CJM helps to identify any problems with an existing customer journey or assist your team in planning for a future website. Solving these problems before they become an issue for your customers can prevent them from feeling deterred from your website and discourage them from turning to another company for their services. A customer journey map represents how a customer interacts with and experiences your business when they are trying to reach a goal.
The basic functionality of CJM is keeping everybody on your team focused on the customer and their experience. It gives you an insight into what your customers want and need from your website and your services or products and will keep your customers feeling like they aren’t simply another sale.
What are the benefits of CJM?
Each benefit listed in this article is only a small component of the bigger picture of your business. The main benefit of CJM is that your customers will be better inclined to return to you for repeat business, and your revenue as a company will increase.
Your customer experience will be better
Having a Customer Journey Model mapped will allow you to see the problems your customers may face while attempting to navigate your website or interact with your business. Knowing what will work and what won’t will help you create a seamless and satisfying customer experience that discourages confusion. Great user journeys translate to improved customer service, increased sales, and higher customer retention rates, which is why they’re so important.
Your CJM will help you identify the gaps in your CXM
Your customer journey map provides intelligent information for all departments, from the sales team who needs to evaluate the best ways to interact with potential customers to management looking for insight on customer behaviour. It can also identify gaps in the customer experience (CXM), including:
- when a user moves from one device to another
- where the user might get frustrated between departments
- where the experience of going from social media to the website could be better.
Understanding the customer experience is essential for sales and marketing to understand the customer experience.
Why does CXM matter?
A dynamic CXM strategy is vital to securing customer loyalty and an advantage over your competitors. Customer experience sets apart businesses from those who use it to those who don’t. In the competitive, digital global marketplace, the end result for a business is defined by lead generation, conversions, or long-term brand loyalty. The customer benefits with rich, personalised experiences, improved satisfaction and a beneficial relationship with the brand.
Customer experience management helps to:
- gain a deeper understanding of customers
- Drive retention and loyalty
- Keep a competitive edge
- Measure success
Your business will stand out from the crowd
Engaging in a CJM campaign will help to set your company apart from your competitors. Customers should feel valued by the companies they do business with, and if they don’t feel seen or heard, they are unlikely to return. This is why it is important to utilise Customer Journey Maps and implement the changes to the problems you identify during the USM process. You need to prove to your customers that you care about their needs, as customers always respond positively when they feel as though a brand truly understands their desires as a customer.
If you’re only doing what every other company in your industry does, why should a customer use your services?
How does CJM and CXM benefit every department in your company
Understanding the user journey and the necessary improvements will help every department of your company. Once your marketing department understands what users want, they can build campaigns that better target their audience, which will increase customer engagement. Additionally, your sales team will be more familiar with the prospects of your customers when engaging with the company and will provide your customers with a far better experience.
Finally, your entire company will be provided with an increased well-informed view of the customer’s perspective and keep each of your employees focused on the customer journey and its importance.
What can we do?
Here at ROMAX, we provide many services designed to benefit your business. From email marketing to data management, our company wants to ensure that your company earns the revenue it deserves. Contact the ROMAX team today to discuss our Customer Journey Model services and learn more about how we can help your business grow and thrive.
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