Customer journey

The customer journey is a visual representation of the customer's journey in which you record all the contact moments that your potential customer has with your organisation. This process starts with the orientation of your customer until after the purchase of a product or service. Defining the customer journey also helps you to investigate how to maintain valuable customer relationships.

The various phases that a customer goes through in the entire buying and customer process can be clearly mapped out in a Customer Journey model.

Extra information in Dutch