Customer Journey Map (CJM)

Customer Journey Map template: Customer Journey Map (CJM) (Created by Visual Paradigm Online's Customer Journey Map maker) Column-Based Customer Journey Map Template Edit this Template
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A customer journey map (also known as a user experience map) is an information map that visually illustrates a user's journey through the entire purchase process, starting with initial contact or discovery, through the engagement process, and ultimately the formation of long-term loyalty and promotion.


A CJM identifies key interaction and touch points with your business across a variety of business channels (such as social networks, mobile applications, sales channels, email, etc.) and details the customer's goals, motivations, and feelings at each step.


Trouble Shooting Your Business Process with CJM

In particular, a customer journey mapping technique that allows us to address whether an organization is consistent with customer needs was created to evaluate through different customer process scenarios:


  1. Customer-driven inbound contact, i.e. ticket service, email enquiries.

  2. Company-driven outbound contact, i.e. blog post, emails, push message

  3. Interaction and face-to-face interaction, i.e. a customer voice interview.

  4. How are the multiple connections connected together, i.e. the social network, the smartphone apps?

  5. Customer desires, feelings, opinions, i.e. likes and feedback on social networks

  6. Clients' perceptions of their experience with the business, such as surveys, questionnaires, etc.

  7. Areas where the business can struggle to satisfy customer requirements, complaints from different channels


Customer Journey Maps Template Specifications:
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This customer journey map template can be customized to create a design that fits your need. You can edit content, replace image(s), change colors, add or remove design blocks and more.
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