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Customer Journey Map
Customer journey maps illustrate the steps customers navigate to engage with your company. The CJM provides relevant information about the ways consumers interact with a brand and utilize touchpoints over time. Why do brands use CJM? A great amount of data is generated from customer interactions with a brand and stored in a CRM environment. What information can a brand use by assessing this data? Which metrics are important? Can a loyalty program be used in conjunction with a CJM? Why would a brand have more than one CJM? These topics should be taken through understanding of definitions, application to a marketing situation, strategic thinking.
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