Oct 4, 2021
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每日一文：買家旅程
A beginner’s guide to customer journey maps
Salesforce 的 Journey Builder 就是廠商用來監控與客戶之間的 Touchpoint，並採用自動化的方式推進Buyer's Journey 買家旅程。
但是在購買之前，不妨先利用 Cacaoo 繪製，加速作業與標準畫圖示。因爲要 Journey Map 通常會反覆修改，不建議用紙筆。
在我的客戶要購買 Salesforce Padot 之前，我都會提醒他們，你們的 customer journey maps 在哪裏？有用 Javelin Experiment Board 設計並驗證過嗎？ 系統買了就開始燒錢哦！
當然，緊迫盯人監控訪客的一舉一動，不但有侵犯隱私的高額賠償法律風險，更容易造成潛在客戶的反感，Target 就曾經有相關案例：How Target Figured Out A Teen Girl Was Pregnant Before Her Father Did
搜尋：「Amigo Buyer's Journey 買家旅程」、「導入 CRM 需要不斷微調組織與流程，持續最佳化客戶服務體驗」