The Customer Journey Mapping feature in Cooperate enables teams to build actionable customer journeys – encompassing key stages that a customer moves through on the marketing and sales path to purchase.
Teams can manage multiple customer journeys for different brands, personas and markets.
Campaigns, content and assets can be linked to multiple journeys and stages, providing immediate insight into how your marketing activity and sales collateral is aligning to your journey goals.
New journeys will be greeted with a guided setup process. This ensures you tick all the customer journey boxes, as quickly as possible.
In the setup you can connect and create Brands, Personas and Journey Stages.
We've also included example stages in the Customer Journey library, so when you create a new journey in the Cooperate platform you can choose any of these stages to use or customise in order to build a journey that suits your business needs.
Customer Journey View
Filter journeys to see what's relevant to you and your team. Don’t use campaigns? That’s cool. Want to know where the sales team come into the journey? Done. Each user can filter their view of a journey to suit their needs.
Your Journey Stages
Personas and Channels
Link your Customer Personas and the Channels (sometimes called touch points) relating to each stage. If you're missing any of these you can create it straight from the journey stage.
What is it that your customer needs at this stage? This is a great time to consider the Jobs to be Done Framework. Get real clarity into the ‘Job-to-be-Done’ for the customer at each stage of the journey. This enables your team to deliver the right message at the right time, aligned to the customers need.
What is happening from a business point of view that indicates the customer is ready to move onto the next stage, or will help them move on to the next stage?
It could be that you need to convince the customer that your business or product will help solve their problem or it could be more specific like sending the customer a proposal.
This is what a person does that indicates they are moving to the next stage in the customer journey. This could be behaviour or an attitude change. What are the actions that you’re looking to encourage your customers to take at each stage of their journey?
Campaigns, Tasks, Assets and Content
Link all the content and campaigns in the Cooperate Platform that relates to each stage of the journey.
Mapping out your customer journey is the perfect opportunity to see what marketing you're missing. However, if you know what content you want to create for a stage or perhaps you have a piece of content but it's just not in the platform (e.g. a podcast) you can link a task from a Planner Board to represent this.