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What steps do you take when analyzing the customer journey?

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3 Answers
  1. Victoria Chernova
    Victoria Chernova

    OpenAI Product Marketing • 3y

    Not exactly sure what you mean by analyzing, but building the customer journey for your GTM strategy is essential for ensuring the right segment gets the right message via the right channel. It’s also how you can identify which assets (or bill of materials) to prioritize for the launch. I’d start with your GTM strategy: Who’s your target audience (including different segments), what are you trying to make them do (objectives), and how will you get them there (channels + assets)? I’m a visual lea ...Read More

    1,806 Views
  2. Caroline Silverkorn
    Caroline Silverkorn

    Freed Director of Product Marketing | Formerly Quizlet, Udemy, San Francisco Ballet • 5y

    Build from what you know If you’re doing this to prepare for a launch, I’d consider whether this new feature or product is for a similar audience that you already target. If are marketing to a large portion of your existing customers, you may already have some journey insights. It helps to plot these on a buyer/customer journey map. Consider learning more about the competitor journeyIf you are expanding to a new audience and/or a new category, you’ll want to analyze the customer journey of compa ...Read More

    1,621 Views
  3. Prachi Mishra
    Prachi Mishra

    DocuSign Product Marketing Director - Salesforce • 1y

    “Analyzing the customer journey” is quite a large questions! It really depends on what you’re trying to solve for. Instead, I’d first try to figure out what I want to learn/where I want to focus my time. By scoping things more narrowly, you’ll be able to figure out a method and metrics to get useful answers.  So first, map what you know— start with the evidence and assumptions you have and document it. Once you have everything in one place, pull together your PM, Sales, Competitive Intel (+ whoe ...Read More

    286 Views

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