Mastering Customer Journey Management

Lernzettel-Auszug

Course Outline

  1. Core Principles of Customer Journey Management
  2. Customer Journey Management Course Overview
  3. Customer Journey Management Teaching Team
  4. Course Objectives and Learning Goals
  5. Course Structure and Timeline
  6. Customer Journey Mapping Process
  7. Customer Touchpoints Types
  8. Customer Journey Stages
  9. Decision-Making Process in Customer Journey
  10. Customer Journey Map Development

1. Core Principles of Customer Journey Management

Key Concepts & Definitions

  • Customer Journey Management: The process of understanding and managing customers’ experiences throughout their shopping journey, including all steps of the purchase process and online/offline touchpoints (Grewal and Roggeveen, 2020).

  • Customer Experience: A multidimensional construct based on customer’s cognitive, emotional, behavioral, sensorial, and social components, involving multiple touchpoints and actors across different phases of the customer’s journey (adapted from Lemon and Verhoef, 2016).

  • Touchpoints: Any interaction a customer has with a brand, whether direct or indirect, throughout their customer journey. Types include:

    • Brand-owned: Controlled by the firm.
    • Partner-owned: Managed jointly by the firm and partners.
    • Customer-owned: Actions taken by customers that influence their experience.
    • Social/external: Influences from others, such as online reviews or peer interactions.
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Quiz-Vorschau

1. In customer journey management, what is the primary cause that leads to an improved customer experience?

2. What is the primary role of the Customer Journey Management Course Overview?

3. What does the 'Customer Journey Management Teaching Team' refer to?

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Karteikarten-Vorschau

Customer Journey Management — definition?

Managing customer experiences across all touchpoints.

Customer experience — components?

Cognitive, emotional, behavioral, sensorial, social.

Touchpoints — types?

Brand-owned, partner-owned, customer-owned, social/external.

Customer journey — phases?

Prepurchase, purchase, post-purchase.

Decision-making process — stages?

Recognition, search, evaluation, purchase, post-evaluation.

Course overview — purpose?

Summarizes content, objectives, and structure.

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Häufig gestellte Fragen

Was deckt der Lernzettel zu Mastering Customer Journey Management ab?

Der Lernzettel deckt die wesentlichen Konzepte von Mastering Customer Journey Management ab. Er ist nach Themen organisiert, um das Lernen und Merken zu erleichtern, mit wichtigen Definitionen, Erklärungen und Zusammenfassungen.

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Wie viele Fragen enthält das Quiz zu Mastering Customer Journey Management?

Das Quiz enthält 10 Multiple-Choice-Fragen mit detaillierten Korrekturen und Erklärungen zu jeder Antwort. Ideal, um dein Wissen zu testen und Lücken zu identifizieren.

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Wie lernt man Mastering Customer Journey Management mit Karteikarten?

Revizly bietet 20 interaktive Karteikarten zu Mastering Customer Journey Management. Jede Karte stellt eine Frage auf der Vorderseite und die Antwort auf der Rückseite dar, was eine aktive und effektive Wiederholung basierend auf verteiltem Lernen ermöglicht.

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