Choose a Customer Segment to Map

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rifat28dddd
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Joined: Fri Dec 27, 2024 12:22 pm

Choose a Customer Segment to Map

Post by rifat28dddd »

1. Define the Scope and Goal of Your Journey Map
What’s your goal with this journey map, exactly?

Are you trying to create an effective, predictable sales process? Working to eliminate long-standing roadblocks? Aiming to improve the customer experience, or launch a new product? And are you targeting new or existing customers?

Know your goal before you start on the map. Be specific and state it clearly, along with the steps you’ll take to reach it.

Say, for example: “Our goal is to reduce churn on [X] service by [Y] percent within the next six months. This customer journey map will articulate the actions, thoughts, and attitudes of existing customers with [X] service, between onboarding and renewal” … etc.

Goal setting helps to track progress—and gives direction to the map-building process.

Concerned how your new product launch will impact future customer interactions? Start with the ‘future state’ map. Worried about exorbitant churn numbers, as above? Choose the ‘churn’ map.

Ideally, the map scope covers the experience of one customer persona—one scenario—and one goal.

If you have more than one customer persona, scenario, and goal? Draw up different maps. You need to keep the map focused—or else, you won’t reach your goal.

2.
Customers' sales paths vary greatly. And what works for sri lanka telegram data Customer A may not work for Customer B.

If you sell SaaS, for example, you’ll discover that enterprise buyers behave differently than SMEs. The challenges, expectations, and emotions? Those vary.

So, you can classify your customers and target audience into groups, based on:

Behavior: Each customer type has a unique goal, and behavior reflects it.
Demographic: Age, role, company size, industry, etc.
Attitude: What do they say, how do they feel, and how do they communicate?
Channels: How do they interact or use your site? What social media do they visit?
Offscreen behavior: What’ll they do outside the sales talk? Chat with stakeholders in their company (for B2B), or consult with their families?
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