Mastering Customer Journey Management

Trecho da ficha de revisão

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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Prévia do quiz

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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Prévia dos flashcards

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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Perguntas frequentes

O que a ficha de revisão sobre Mastering Customer Journey Management cobre?

A ficha de revisão cobre os conceitos essenciais de Mastering Customer Journey Management. Está organizada por tópicos para facilitar o aprendizado e a memorização, com definições chave, explicações e resumos.

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Quantas perguntas há no quiz de Mastering Customer Journey Management?

O quiz contém 10 perguntas de múltipla escolha com correções e explicações detalhadas para cada resposta. Ideal para testar seu conhecimento e identificar lacunas.

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Como estudar Mastering Customer Journey Management com flashcards?

Revizly oferece 20 flashcards interativos sobre Mastering Customer Journey Management. Cada cartão apresenta uma pergunta na frente e a resposta no verso, permitindo uma revisão ativa e eficaz baseada na repetição espaçada.

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