Prospects and customers "touch" your organization in many ways. Product management needs a 'full view' of how the impact of these touchpoints. And organizational gaps tend to get filled by product management.
(Sales: "Will you get on this call with me? They have some technical questions." = product-manager-aka-sales-engineer. Customer Support: "They are super unhappy. Please help me and get on a call with them. They're a big customer." = product-manager-aka-senior-tech-support)
Customer journey mapping builds consensus around gaps in the products, and gaps in the organization.
In this session:
be inspired to build a interdepartmental customer journey map for your organization.
together we'll build a customer journey map so you know how to do this yourself.
get ideas from your peers, and contribute your own on customer journey touchpoints.
Tech marketer with 20+ years experience from Berlin to Bangalore, Boston to Bilund. Marketing Strategy & Market Research.
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