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Customer Journey Mapping

saurabh mahajan PMP, ITIL, PRINCE2| vodafone Pune, Maharashtra, India

Hello All,

Has anybody tried implementing this ?

I want to do the same for my project, can somebody please give their valuable inputs on how to proceed.

Posted: Apr 7, 2016 2:54 AM

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PARAG KANDEKAR VP Operations| SoftNice Inc Allentown, Pa, United States

Hi Saurabh - You can think of some quick points

what stage your project or customer engagement was?
what stage your project or customer engagement is?
what stage your project or customer engagement will be/ you want to be?

For each stage you can think of creating SWOT analysis from internal perspective and customer perspective.
This will provide you more information on -
1. Current Status & Action
2. barriers and challenges
3. Possible future action/Plan

For me being in sales & enagement management we map the customer journey as -
Awareness
Interest
Evaluation
Trial
Adoption

Hope this will give you points to start thinking process.
Involve your team to have better points and results :)

Wish you best in your exercise.

Posted: Apr 7, 2016 11:23 AM

Stéphane Parent Self Employed / Semi-retired| Leader Maker Prince Edward Island, Canada

Good stuff, Parag!

...

1 reply by PARAG KANDEKAR

Apr 11, 2016 2:56 PM

PARAG KANDEKAR

...

Thank you Stephane - happy you liked my suggestions

Posted: Apr 7, 2016 2:03 PM

John Caron, MBA, PMP, CSM VP - Technology Project Solutions Consultant| Bank of America Jacksonville, Fl, United States

Indeed, great perspective by Parag!

...

1 reply by PARAG KANDEKAR

Apr 11, 2016 2:57 PM

PARAG KANDEKAR

...

Thank you John - happy you liked my my thought process. I like to see each situation in SWOT analysis and it really guide me for future plan and actions.

Posted: Apr 8, 2016 2:57 PM

PARAG KANDEKAR VP Operations| SoftNice Inc Allentown, Pa, United States

Apr 07, 2016 2:03 PM

Replying to Stéphane Parent

...

Good stuff, Parag!

Thank you Stephane - happy you liked my suggestions

Posted: Apr 11, 2016 2:56 PM

PARAG KANDEKAR VP Operations| SoftNice Inc Allentown, Pa, United States

Apr 08, 2016 2:57 PM

Replying to John Caron, MBA, PMP, CSM

...

Indeed, great perspective by Parag!

Thank you John - happy you liked my my thought process. I like to see each situation in SWOT analysis and it really guide me for future plan and actions.

Posted: Apr 11, 2016 2:57 PM

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