Map all Interactions to Reveal Opportunities
Customer journey mapping shows us the customer’s view of the journey - taking every factor into account that can impact their experience from start to finish. Touch point mapping, however, investigates the individual interactions a customer has as they engage with your organisation throughout the buyer journey.
Try mapping all the touch point throughout the buyer journey - and include all the manual and automatic steps along the journey.
Getting Started
A touch point mapping can help accelerate great conversations among your leadership and team members.
The mapping will show opportunities to optimise existing touch points and to create new touch points that support a faster and better customer journey.
This process will usually also reveal a lack of touch points that support an extraordinary customer experience as well as opportunities to automate touch points that are manual today.
These opportunities will support the company in moving towards an organisation and business processes that are ready for scale.
Pro tip; Create a customer journey mapping first and use this journey as a starting point that you can expand on, when you facilitate your first touch point mapping.
Customer Journey Mapping framework.
From sales-led toward marketing-led.
💡 This is your Resource Library. Explore a collection of frameworks, methods, and playbooks that have driven results and shaped Go-to-Market Strategies for B2B growth companies across Europe.
All resources are short, without bullshit and always with tips and tricks, questions and answers intended to make your Go-to-Market efforts more awesome.
