Customer journey mapping: how to stop losing customers between marketing and sales
Your company pays for ads, the website collects more form fills and marketing reports more leads than last year. A lead then lands with a salesperson, in an inbox or a spreadsheet. What happens next depends on who got it and how busy their week is. Marketing sees leads. Sales sees deals. Between them sits a part of the customer journey that nobody owns. Customer journey mapping is how you make that part visible. A map only works as a tool when each stage has an owner, a metric and data in a shared CRM. Otherwise it is just a document filed away after a workshop. What customer journey mapping...
