Customer Journey Map is the history of customer interaction with your product, service or company through different communication channels. The map helps to develop high-quality business processes of working with customers, eliminate barriers and weak spots that lead to loss of customers. Its application results in increase of the number of loyal customers, growth of LTV (customer lifetime value), increase of sales and company profit.
Programme of the event:
- Customer journey map, its main stages.
- Influence of segmentation on the stages of working with customers.
- Points and channels of interaction with customers at different stages of making a decision about the purchase.
- Analysis of the sales funnel and current business processes of the company – what is going wrong?
- Methods of increasing conversion at each stage.
- Tools which should be used throughout the journey map today.
- Typical mistakes while developing the map, what should one pay the most attention to.
Speaker – Irina Krechetova Business coach specializing in business transformation, development of new directions, creation of own business.
- Over 18 years of experience in consulting and management;
- Over 19 years of practical experience in sales and marketing;
- Over 76 implemented projects in the sphere of creating and developing sales and marketing systems;
- Launch and development of 3 Internet shops with a total turnover of 250 mln. rubles a year;
- Creator of the course “Sales management” of the MBA programme at the Moscow Business School;
- Lecturer at the Caspian School of Business. Course “Sales management”;
- The best speaker of METRO EXPO 2017;
- Creator of the course “Evaluation of shop performance” for franchisees of Metro Cash&Carry Russia.