Customer Journey Mapping has become an important exercise for mobile operators looking to improve the customer experience. Here are some best practice guidelines for anyone thinking of running a journey mapping project. The customer journey (how your customer progress through your business from acquisition and beyond) is typically “owned” by several functional groups within a business. This makes customer journey mapping is a worthwhile exercise. It focuses the organization around a common goal where the outcome is improved Customer Lifetime Value (profitability & retention) and not just P&L improvements within individual functional areas of a business. However, conducting a customer … Continue reading Customer Journey Mapping