Seven steps to highly effective journey mapping for a great
customer and partner experience
LONDON, Nov. 10, 2021 /PRNewswire/ -- Clarivate
Plc (NYSE:CLVT), a global leader in providing trusted
information and insights to accelerate the pace of innovation, has
been cited by Forrester in their recently published B2B2C Journey
Mapping reports. The two reports, B2B2C Journey Mapping: Mapping
The End- Customer Experience and B2B2C Journey Mapping:
Mapping The Partner Experience, mention Clarivate Customer
Experience (CX) Services insights on journey mapping.
In the B2B2C Journey Mapping: Mapping The End- Customer
Experience report, Forrester highlights that being transparent
and establishing trust are key elements to pulling together a
journey mapping effort.
Clarivate CX Services observes that companies often start with a
process map that is internally focused vs. a journey map that
documents the customers' experience. A Customer Journey Map
is a great visual of all the key touchpoints from a customer
perspective. The best way to gather this touchpoint information is
talking with customers and also reviewing the customer feedback
provided through surveys. Once this is built, then it makes
sense to create internal process maps to provide insights on how to
improve the customers' experience.
The B2B2C Journey Mapping: Mapping The Partner
Experience report looks into adapting steps to account for
partners' dual roles. Partners (often called agents, dealers,
franchisees, or retailers) are similar to employees in that they
are responsible for presenting the brand image to consumers.
Therefore, partners have to be treated with the same care and
respect as customers.
Clarivate CX Services highlights that it is important to gain a
complete understanding of the partner ecosystem. Conducting
research on the partner experience and incorporating the
perspective of the end customer is key to a successful partner
experience. Showing the value of the efforts at the end of the
process can really help gain buy-in for future projects.
"At Clarivate, we believe that implementing customer experience
and journey mapping programs lead to deeper customer insights and
increased customer delight. All companies must place customers at
the center of their business in order to deliver positive
operational and financial outcomes. Every customer touchpoint is an
opportunity to delight or disappoint a customer, so knowing what
matters most to your customers is key to prioritizing your actions
for improvement," said Kerri Nelson,
Chief Operations Officer, Clarivate.
About Clarivate
Clarivate™ is a global leader in
providing solutions to accelerate the lifecycle of innovation. Our
bold mission is to help customers solve some of the world's most
complex problems by providing actionable information and insights
that reduce the time from new ideas to life-changing inventions in
the areas of science and intellectual property. We help customers
discover, protect and commercialize their inventions using our
trusted subscription and technology-based solutions coupled with
deep domain expertise. For more information, please
visit clarivate.com.
Clarivate media contact
Sofía Nogués, Sr. External Communications Manager
media.enquiries@clarivate.com
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