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The customer journey map is a tool to visualize the experience of interacting with your brand from the customer's point of view. This map is critical because it forces you to look at how your customers actually experience your brand versus how you think they do.

Customer journeys map out various buyer interactions in order to track how and why prospects become paying customers. The customer journey consists of 5 broad stages: Awareness, Consideration, Decision, Retention, and Advocacy.

Steps to create a customer journey map Step 1: Create Buyer Personas. ... Step 2: Select Your Target Customer. ... Step 3: List Customer Touchpoints. ... Step 4: Identify Customer Actions. ... Step 5: Understand Your Available Resources. ... Step 6: Analyzing The Customer Journey. ... Step 7: Take Business Action.

The Email Mapping function provides a means to set-up defaults for emails that are received and turned into tickets. A map can be created for either an individual email address or a domain (a client's domain). The email reader to build a ticket uses this information.

A customer journey map helps companies assess the current state as well as the future state of the customer's journey. As clients move through the different stages of the sales funnel, journey maps can forecast their behavior and predict the likelihood that a certain prospect converts.

Customer journey mapping (also called user journey mapping) is the process of creating a customer journey map, a visual story of your customers' interactions with your brand. This exercise helps businesses step into their customer's shoes and see their business from the customer's perspective.