Customer journey mapping is becoming increasingly complex every year. In the early days of cloud technology and digital marketing, businesses didn’t have to craft personalized customer journeys; keeping the customer engaged was enough.

As cloud technology advanced further, more and more businesses started using customer relationship management systems(CRMs), and people started taking the customer experience into account when purchasing a product. 

Today, customer journey mapping is extremely important, and here are three reasons why.

Better customer acquisition and retention

When you have a customer journey, you start acquiring more customers by keeping them engaged through shopping cart enticements, newsletters, notifications, and alerts. Each of these notifications will drive quality traffic to your website, and hence more sales and revenue.

Latest CRM solutions like SkyQuota and AI-based live chat robots like SkyIntel have helped businesses convert a good part of their website traffic to customers by initiating human-like conversations with the website visitors. A well-planned customer journey with the automation offered by these kinds of business solutions will take your employees’ workload off their shoulders while accelerating the conversion rate and revenue growth.

Understand customers better

Understanding the customer is a crucial step in building a customer journey, but the customer journey, in turn, helps the business understand customers better. Customer journey analytics will tell you how the customers behave, what they are looking for, what do they expect from your product, and, most importantly, what they don’t want.

The data collected through customer journeys over time will be highly valuable in leading the business in the right direction since it will help you analyze how the customers have changed over time and how the customers respond to different marketing campaigns.

Better planning for future products

As you get detailed customer journey analytics, you’ll get reliable insights regarding the customer pain points, product feedback, and the overall customer experience. This data will be vital in planning future products and will help you decide how, when, and where to market them.

Looking for a CRM that does not have a steep learning curve? Try SkyQuota today!