Market Overview

Customer Journey Mapping: Bridging the Gap between Sales, Marketing, and Operations - Infiniti Research


A well-known market intelligence company, Infiniti Research, has
announced the completion of their latest article on how to map
customers' journey.

This press release features multimedia. View the full release here:

Customer journey mapping: Bridging the gap between sales, marketing, and operations. (Graphic: Busin ...

Customer journey mapping: Bridging the gap between sales, marketing, and operations. (Graphic: Business Wire)

Customer journey mapping is a tool for businesses to visualize their
customer's experience. It helps companies to gain a comprehensive view
of the needs of customers and their behavior when they interact with the
brand. With the aid of customer journey mapping, organizations can
understand how their customers travel through the entire sales process
and their possibility of returning to the brand. This approach helps
decision-makers to stay focused on customers and make each step of the
buying experience easier for potential leads.

a free proposal
to know how you can effectively map customer
journey and leverage it for the benefit of your organization.

According to the experts at Infiniti Research, "Customer
journey mapping is an effective technique for organizations to identify
the gaps between customer expectations and the actual experience that
they encounter at various touchpoints."

What is the process of mapping customer journey?

Identify the right customer touchpoints

Customer touchpoints are the brand's points of customer contact. It is
crucial to identify the touchpoints through which the customers interact
with the organization to map the customer journey. These touchpoints can
be major or minor depending upon the business. Therefore, businesses
need to identify and categorize a list of places and times through which
customers will come into contact with the brand. This involves every
touchpoint from the marketing phase to post-sale follow up surveys. To
know how our experts can help in mapping the customer journey,
more information.

Distinguish onstage and offstage factors

It is pre-requisite for companies to differentiate their onstage and
offstage factors and base their strategies that can enhance the actual
customer experience. Onstage factors include interactions that are
visible to customers, whereas, offstage refers to the activities that
happen at the back end. For instance, any customer interactions with the
salesperson is an onstage action, whereas, billing procedures are
considered to be an offstage action. Since offstage actions impact the
onstage experience, it becomes vital for companies to distinguish them
effectively. To know more about the impact of customer journey
in touch with our experts!

Feedback from all organizational levels

Companies need to ensure that they analyze the events at each touch
point and take feedbacks from stakeholders. This helps in analyzing the
services they are delivering and mapping them by adding a qualitative
layer to the journey map. A detailed understanding of each touchpoint
helps in gaining a precise view of customer experience. To know more
about the process of mapping the customer journey,
the complete article here.

About Infiniti Research

Established in 2003, Infiniti
is a leading market intelligence company providing
smart solutions to address your business challenges. Infiniti Research
studies markets in more than 100 countries to help analyze competitive
activity, see beyond market disruptions, and develop intelligent
business strategies. To know more, visit:

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