Customer journey map (CJM) is a visual representation of customer experience. It is a useful tool for everyone in the company to view your business from the perspective of users, and can become a key part of user experience design by considering the overall customer experience (their feelings, problems and needs, interacting with your company through different channels).
The Purpose of CJM
Customer journey mapping is an important process because it helps teams across the company better understand the experience that prospects and existing customers have in dealing with your organizations.
Your team work together can understand and solve customer needs and pain points and break the organization silos, that is,
What are the customers thinking?
What does the customer want to achieve?
By analyzing a customer's journey, you can view the entire customer experience as a road or journey that begins with a demand and ends with meeting a demand.
