The customer journey map is a visual representation of the process that customers go through when they interact with a business. It is an illustration of the conversion funnel from awareness to advocacy. There are many types of customer journey maps and they all serve different purposes. The online customer journey map, or CJM, is one type of customer journey map that focuses on how customers interact with a business over the internet. A CJM can be created for any type of business, but it is most commonly used by digital agencies, who work in the online marketing industry.
A CJM can be created by following this simple three step process:
- Define your audience
- Define your goals
- Create your map