CJM (Customer Journey Mapping)

Customer Journey Mapping (CJM) is a visual process that outlines the steps a customer takes when interacting with a business or brand, from initial awareness to post-purchase. It helps organizations understand the customer’s experience, emotions, and pain points at each stage. By mapping this journey, companies can identify opportunities to improve service, personalize interactions, and enhance overall satisfaction. Essentially, CJM provides a clear picture of the customer’s perspective, enabling businesses to make more informed decisions that support better engagement and stronger relationships.