Identifying the stages a consumer goes through before making a purchase
Posted: Sun Jan 12, 2025 5:51 am
For example, analyzing the CJM of a shopping center visitor allows us to analyze his path, starting from the decision to go shopping to subscribing to the shopping center’s pages on social networks so as not to miss out on great deals.
Identifying potential barriers to a customer's purchase
For example, potential buyers send a request to sales specialists to find out the cost of a product, and receive a commercial offer only after a week and a half. As a result, customers lose interest or turn to competitors.
Identifying bottlenecks in the customer journey and eliminating them
Let's consider an example where a potential buyer visited a store to buy a refrigerator. He had difficulties comparing the characteristics of different models, and the visitor asked a consultant for help.
Identifying bottlenecks in afghanistan phone data the customer journey and eliminating them
Source: shutterstock.com
If a store employee has little understanding of the pros and cons of refrigerators of different brands, the customer will probably go to competitors or will study the information on Internet sites themselves and make a purchase online. To eliminate this problem, trainings can be organized for consultants and scripts for dialogues for store sellers can be developed.
Analysis of service quality and acceleration of business processes
Service Blueprint (business process map of the enterprise), combined with CJM, helps to solve this problem. The business process map helps to understand which departments of the enterprise are responsible for different stages and to identify points of contact with clients in order to adjust the process for more effective interaction.
Identifying potential barriers to a customer's purchase
For example, potential buyers send a request to sales specialists to find out the cost of a product, and receive a commercial offer only after a week and a half. As a result, customers lose interest or turn to competitors.
Identifying bottlenecks in the customer journey and eliminating them
Let's consider an example where a potential buyer visited a store to buy a refrigerator. He had difficulties comparing the characteristics of different models, and the visitor asked a consultant for help.
Identifying bottlenecks in afghanistan phone data the customer journey and eliminating them
Source: shutterstock.com
If a store employee has little understanding of the pros and cons of refrigerators of different brands, the customer will probably go to competitors or will study the information on Internet sites themselves and make a purchase online. To eliminate this problem, trainings can be organized for consultants and scripts for dialogues for store sellers can be developed.
Analysis of service quality and acceleration of business processes
Service Blueprint (business process map of the enterprise), combined with CJM, helps to solve this problem. The business process map helps to understand which departments of the enterprise are responsible for different stages and to identify points of contact with clients in order to adjust the process for more effective interaction.