The customer journey is the foundation which should inform sales, marketing and service strategies. Our approach starts with understanding the needs and journey, by key customer segments. We map this journey, by segment across channels and the customer life cycle.
Integrated Marketing Assessment
We recommend an assessment at the beginning of the process. We conduct audits with each channel and function in your organization. We do this with multiple aims:
– Understand goals and objectives
– Identify resources, resources and processes
– Understand data collected, reporting, analytic methods
– Collect customer insights that informs customer journey
We synthesize this information to develop opportunities for teams to collaborate and work more effective across the customer journey. Additionally we identify potential inconsistencies, gaps and redundancies.