17.01 / Customer experience & CRM
Customer journey & service design
Study the journey from discovery and selection to delivery, use and reorder. Identify friction and prioritise improvements.
✦ / What do you need to work on?
What do you need to work on?
12 selected practice areas. Original numbers guide you through the full catalogue.
What you will receive
A customer journey map and a touchpoint improvement plan.
CRM configuration, messaging, personal-data processing and incentive programmes require separate agreement and applicable compliance checks.
What helps us assess your question
Purchase journey, touchpoints, lawfully available customer data, current communications and retention metrics.
Start with a general outline. Confidential materials are shared only after agreement.
02 / How the work progresses
How the work progresses
Stages are agreed after reviewing your question. Some research runs in parallel; each decision depends on the quality of the available data.
Define the question
Purchase journey, touchpoints, lawfully available customer data, current communications and retention metrics.
Research and compare
Study the journey from discovery and selection to delivery, use and reorder. Identify friction and prioritise improvements.
Test the decision
Review usability, communication permissions, contact frequency, economics and evaluation methods.
Deliver and plan next steps
A customer journey map and a touchpoint improvement plan.
Methods and public sources
Sources are chosen for the product, market and period. These are reference databases and methods; a link does not imply partnership or endorsement of a project.
Northwestern Medill · Integrated marketing communicationsNIST/SEMATECH · Engineering statisticsResearch does not replace laboratory testing, safety assessment, legal advice or an authorised specialist’s decision. The contract defines the scope of review and each party’s responsibilities.
03 / Scope and working arrangements
Scope and working arrangements
Before paid work starts, we agree the input materials, deliverables, timing, fees and involvement of qualified specialists.