Alarming Facts

• An increasing amount of organisations are making major strategic decisions without understanding customer requirements.
• Not taking the customer journey into consideration can lead to incorrect decision making and negative impacts on organisation sustainability.
• Not using customer journey to define organisational actions has been found to decrease customer satisfaction.

Benefits of Journey Mapping

• Increase profitability through segmented Service & Planning Concepts.
• Reduce workload through increased customer collaboration.
• Demand shaping and levelling through extended customer service.
• Reduced material cost through value clarification.
• Increased organizational efficiency through dynamic value chain teams.
• Reduce customer service cost through eliminating intervention requirements.
• Reduce logistics & distribution cost through value clarification.
• Optimize footprint.
• Improve profitability and efficiency through reduced complexity.

Source: International Journey of Business Consulting 2017