Perfect the customer journey to gain competitive advantage

The four key factors you need to consider to create an integrated customer journey

Overview

Getting the customer journey right is absolutely key if you want to stay a step ahead of the competition. In this guide, Paul Smith, SVP and general manager of Salesforce Marketing Cloud, runs through the four major areas of consideration if you want perfect the customer journey: data, consistency, collaboration and technology.

This guide will help you: 

  • Use data to get a full picture of your customer 
  • Ensure your message, experience and promise is consistent 
  • Successfully collaborate with teams across the organisation to deliver a seamless customer journey 
  • Implement the effective use of technology to connect all stages of the customer journey. 

"Customer journeys have to be considered as part of a customer-centric strategy that transcends and transforms the entire organisation"

A look inside

  • Perfect the customer journey to gain competitive advantage
  • Perfect the customer journey to gain competitive advantage

Contents 

1 – Introduction

2 – Data 

3 – Consistency

4 – Collaboration

5 – Technology 

6 – Key takeaways