So, why and when to use customer journey map templates?
We all know the purpose of a journey, which is to provide customers with an easy way to get from Point A to Point B. But how and when do we do that? In today’s increasingly mobile world, customers want and need to get from point A to point B as quickly as possible. In fact, this is why customer journey maps are so useful: they turn a simple list of contacts into an integrated GPS system, complete with street names, routes, bus stop locations, on-screen direction arrows and traffic information at the touch of a button.
Why use a visual representation of your customer journey maps in your marketing communications? Because visual representations (whether print or online) have a much greater impact on our cognitive responses than written content, studies have shown. According to K. Mark Suster, author of Relationship Marketing: Connecting Consumer Needs and Capabilities, “Most (but not all) consumer research shows that written information tends to freeze up cognitive processes.” However, incorporating a visual representation (such as a customised road map) immediately “freezes” these processes. As a result, your prospects will be more inclined to follow the road map that you have created.
Another reason why you should use customer journey map templates is because they help condense large amounts of data into a few meaningful chunks. By using a customer journey map template, you can easily and quickly create cross-referenced maps of any size. You can also use them to determine where on your map each contact is located or to discover important information about each contact, such as whether they are a lead or a potential client. In addition, using a template will save you significant time, energy and effort by removing the need to individually search for information within an individual Customer Relationship Management (CRM) sheets.
Another important reason why you should use customer journey map templates is to ensure your CRM / ERP software product delivers value to your customers. Tracking customer contacts across multiple locations and departments can be a tedious and often fruitless process. When using a customer journey template to create cross-functional flowcharts, you can instantly determine which departments and contacts are experiencing the greatest customer satisfaction, what departments and contacts are the most profitable or less profitable, and what activities your staff are most involved in and what they are least involved in.
How you use a CRM / ERP software product to maximise return on investment (ROI) is an important consideration when you are considering using a CRM / ERP software product. A well developed customer journey analysis will identify how customers move from point A to point B, and how they remain present during their journey through the system. This enables businesses to plan strategic moves to maximise return-based profits and minimise the risk of unnecessary customer frustration and loss of customer money. The effectiveness of CRM / ERP systems is increasingly recognised as businesses become more aware of how customers’ search and find information, and how this search can lead to loss of customers and sales. Using a customer journey analysis in conjunction with your CRM / ERP software will help you determine which strategies are most likely to deliver long-term business success.
The effectiveness of CRM / ERP systems is increasingly recognised as businesses become more aware of how customers’ search and find information, and how this search can lead to loss of customers and sales. The most common reasons for customers to abandon a client-business relationship are lack of communication, low level of support, or a poor experience at the hands of the business. It is important that businesses provide good customer support and effective customer assistance. An effective CRM / ERP software product will automatically provide effective support for your customers.
As mentioned above, the key to maximising return on investment (ROI) for a CRM / ERP system is to make it easier for customers to identify with your brand, and easier for them to buy your products or services. In order to achieve this, sales and marketing teams need to work in close partnership with one another. It is important to provide clear, concise and relevant information to customers via both your website and your CRM / ERP software. Where appropriate, integrate marketing and sales information to highlight your roles and responsibilities in a manner that is clear and easily readable for your customers.
In conclusion, a successful CRM / ERP software product will provide a solid and cohesive support network that allows your customers to access and engage with your products and services over a wider and deeper web. It should also enable your customers to understand the various aspects of your business and your commitment to building a strong and thriving business. Finally, customers using these types of systems will be able to track and trace their interactions with your brand, helping you to measure how successful your CRM / ERP has been in terms of its ability to attract new and existing customers. As a result, businesses that implement these systems will see the benefits of maximising ROI quickly and in the long-term.