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Customer Journey Mapping

Customer Journey Mapping visualizes how customers move through stages like awareness, consideration, purchase, onboarding, and loyalty. It highlights motivations, questions, friction points, and emotions along the path. These maps help teams understand what prompts decisions and where users struggle, creating a shared view for product, marketing, and support functions. Companies then adjust messaging, UX, and support touch-points to align with user needs.

For example, a retail brand may find buyers hesitate at shipping cost disclosures and add transparency earlier in the flow. SaaS teams may see onboarding confusion and introduce checklists or walkthroughs. Journey maps bring clarity to decisions and ensure improvements match real user behavior, not assumptions.

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Explore more Glossary terms

Customer Journey Mapping

Customer Journey Mapping visualizes how customers move through stages like awareness, consideration, purchase, onboarding, and loyalty.

Customer Journey Management

Customer Journey Management focuses on designing, monitoring, and improving the end-to-end experience users have with a brand across channels.

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.

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.