How to Build a Strategic Customer Journey Map
Posted: Sat Apr 19, 2025 7:24 am
While no one knows exactly what the future holds, it's possible to make an informed guess about how current trends and patterns may affect your customers. Are new technologies changing the way customers use your product or service? If you're targeting a specific demographic, how will their needs and behaviors change in the future?
By considering different realistic scenarios , you can identify potential opportunities for innovation and protect yourself from obsolescence. This doesn't have to be a complicated process. Remember, this should be a high-level assessment, not a detailed manifesto of all possible outcomes over the next 100 years.
Customer Journey Strategy Map Template : Customer Journey Map Template from Edit.org
4. Tactical: Best for examining specific aspects of the route
Example of what a completed tactical customer journey map looks like
From macro to micro: A tactical customer journey map breaks down the overall customer journey into smaller components—a series of sub-journeys customers go through. This allows you to drill down into the finer details and optimize every step of the journey, regardless of the customer's route.
How you can improve marketing and sales
Your long-term success and that of your customers requires strategic thinking, but this is useless if individual steps don't work. Both marketing and sales teams can benefit from looking at the separate elements of the journey, particularly those handled exclusively by your department.
A tactical approach helps you identify all potential touchpoints vk database involving sales or marketing, so each customer has the best possible experience.
Instead of simply thinking about the journey from ideal prospect to paying customer, consider the other potential journeys they take.
What happens when someone downloads your app for the first time?
What happens when you need to add a new user to the account?
What happens if you upgrade your hardware?
What happens if the product fails?
Similarly, consider what happens on different communication channels and social networks.
By considering different realistic scenarios , you can identify potential opportunities for innovation and protect yourself from obsolescence. This doesn't have to be a complicated process. Remember, this should be a high-level assessment, not a detailed manifesto of all possible outcomes over the next 100 years.
Customer Journey Strategy Map Template : Customer Journey Map Template from Edit.org
4. Tactical: Best for examining specific aspects of the route
Example of what a completed tactical customer journey map looks like
From macro to micro: A tactical customer journey map breaks down the overall customer journey into smaller components—a series of sub-journeys customers go through. This allows you to drill down into the finer details and optimize every step of the journey, regardless of the customer's route.
How you can improve marketing and sales
Your long-term success and that of your customers requires strategic thinking, but this is useless if individual steps don't work. Both marketing and sales teams can benefit from looking at the separate elements of the journey, particularly those handled exclusively by your department.
A tactical approach helps you identify all potential touchpoints vk database involving sales or marketing, so each customer has the best possible experience.
Instead of simply thinking about the journey from ideal prospect to paying customer, consider the other potential journeys they take.
What happens when someone downloads your app for the first time?
What happens when you need to add a new user to the account?
What happens if you upgrade your hardware?
What happens if the product fails?
Similarly, consider what happens on different communication channels and social networks.