Mapping of the Customer Journey

The Scope:

Mapping of the Customer Journey as a building block for Salesforce Customer Community implementation project

The context:

  • Multiple Customer journey processes globally or none – system based process with a very product focused approach
  • Existing process analysis and mapping of the 3600 view of the Customer performed while Master Data Management

Objectives:

  • Create the Customer Journey framework as a building block for Global Community implementation (SalesForce platform)
  • Investigate and define key touchpoints along the Customer Journey and define internal support processes to focus on Customer Experience
  • Produce a Customer Journey holistic mapping

My role: BPA and customer journey design

Estimated Project value: £10k

Area covered: Customer Operations, Marketing, Sales, Logistics, Finance, Service Engineers, Production and Procurement

Achievements:

  • Prepared and organised workshops to facilitate business requirements and discover the customer journey and touchpoints
  • Gathered, centralised and categorised business and technical requirements
  • Defined SIPOC and identified Key touchpoints
  • Identified SIPOC for each touchpoint and defined roles and responsibilities
  • Designed the visual representation of every experience of company’s Customers, by segment
  • Created value stream and mapped the journey by overlapping the roles, processes and systems interactions
  • Identified missing processes and/or data validation and automation required, and created documentation with the related business requirements and improvements
  • Prepared and decided key touchpoints to be included in the Customer Community project

Customer Journey

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