Карта клиентского пути Customer journey map

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The Customer journey map model is a column diagram, which symbolizes one of the customer journeys from the Customer journey landscape model. The customer journey map provides the Customer journey step and Customer touchpoint objects to enable the illustration of the "journey" that the customer takes with the organization and that characterizes the customer's interactions with the company. The model can thus incorporate a detailed description of customer touchpoints, including the relevant KPIs, organizational responsibilities, initiatives, and risks.

Источникhttps://docs.aris.com/latest/yaa-method-guide/en/Method-Manual.pdf