Getting Into the Customers, Shoes: Customer Journey Management

Published: May 4, 2021
Abstract
A customer's journey of searching for a product or service, evaluating it, purchasing it, using it, recommending it, rebuying it or rejecting it is unique in itself. Organisations always have dreamt of getting inside the customers' minds and trying to understand what's happening inside at each of these steps. This chapter explains the customer journey concept and the analysis of the various components of the customer journey. We highlight that...
Paper Details
Title
Getting Into the Customers, Shoes: Customer Journey Management
Published Date
May 4, 2021
Journal
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