Identify problem areas
CJM helps to recognize gaps, points in the user experience that are disjointed or painful. To identify the opportunities for growth along the customer lifecycle, it is first important to understand whole experience engaging with the product, website, app or service.
Understanding the context of users, getting a clear picture of where they have come from and what goals are trying to achieve, assuming metrics for identifying customer's satisfaction sheds light on key opportunities for deepening relationships and communications.
Build higher customer conversion rates
It can maximize customer sales and strengthen conversion funnels by minimizing negative user experiences, through digging into the decision points and key steps of the journey.
CJM is a framework that leads designers and creators to insights into the customer’s behavior. The map can tell the full story and tune the entire customer lifecycle from initial contact to activation, engagement, and retention based on visualizations your audiences wants, needs and motivations in each touchpoint.
Define a vision
Detailed journeys and emotional maps can uncover the most significant opportunities for building a better experience and new product vision.