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Customer Journey Management
Customer Journey Management focuses on designing, monitoring, and improving the end-to-end experience users have with a brand across channels. It treats touch-points like discovery, onboarding, product use, support, and renewal as connected steps rather than isolated interactions. This approach helps teams remove friction, increase engagement, and drive predictable improvements in conversion, retention, and satisfaction. Teams often pair analytics with behavioral triggers to guide customers at key moments.
For instance, a software platform may send guided tooltips for new users, reminders to complete setup, and help prompts when activity drops. Effective journey management blends automation with human support so customers feel guided rather than pushed. When done right, it drives loyalty and reduces churn by making every step intentional and consistent.
Explore more Glossary terms
Customer Journey Mapping
Customer Journey Mapping visualizes how customers move through stages like awareness, consideration, purchase, onboarding, and loyalty.
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Customer Journey Management
Customer Journey Management focuses on designing, monitoring, and improving the end-to-end experience users have with a brand across channels.
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Customer Data Platform
A Customer Data Platform (CDP) unifies data from multiple touch-points, such as websites, apps, CRM systems, and support tools into a single, persistent customer profile.
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Customer Acquisition Cost (CAC)
Customer Acquisition Cost (CAC) measures how much a business spends to acquire one new customer, including marketing, sales, and sometimes onboarding expenses.
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Custom Conversion
A custom conversion is a user-defined goal in analytics or advertising platforms used to measure specific actions that matter to a business.
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CUPED
CUPED (Controlled Pre-Experiment Data) is a statistical technique used in experimentation to reduce variance and improve test sensitivity.
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