Customer journey mapping
A customer journey map is a visual representation of every experience, or “touchpoint” your customers have with a particular service or product. The goal of Customer journey mapping is to optimize the user experience by detecting vulnerabilities, pain points and bottlenecks as well as gain an overview and better understanding of customer behaviour.
There are several benefits to using customer journey mapping, some examples:
- gain an overview and better understanding of how customers interact with your business
- identify pain points and bottlenecks that hinder Conversion
- segmenting different points of the journey and applying specific strategies
- monitor the effect of changes in different points of the customer journey
Learn how European Financial maps the customer journey across e-banking and m-banking with Piwik PRO
More about the customer journey mapping on Piwik PRO Blog:
How Analytics & Customer Data Platform Can Help You Track the Full Customer Journey
Funnels Based on Behavioral Segmentation: a Little-Known Way to Map the Entire Customer Journey
How to Optimize Customer Journey in Banking in 4 Simple Steps
The Banking Customer Experience – How to Start Tracking Omnichannel Customer Journey of Your Clients
Other definitions
- Campaign tracking
- Click path
- Cloud hosting
- Consent
- Consent Manager
- Content tracking
- Cookie syncing
- Cost per action (CPA) / effective cost per action (eCPA)
- Cost per click (CPC) / effective cost per click (eCPC)
- Custom reports
- Customer data platform (CDP)
- Customer journey
- Conversion
- Call to action (CTA)
- Content personalization
- Conversion rate
- Conversion rate optimization (CRO)
- Cross-channel tracking
- Customer lifecycle
- Customer lifecycle management (CLM)
- Cookies
- CNIL
- Cohort
- Conversion attribution
- Custom variables
- Custom dimensions