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    Customer Journey Map A Complete Guide - 2020 Edition
    Customer Journey Map A Complete Guide - 2020 Edition
    Customer Journey Map A Complete Guide - 2020 Edition
    Ebook216 pages1 hour

    Customer Journey Map A Complete Guide - 2020 Edition

    By Gerardus Blokdyk

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    About this ebook

    How do you ensure the system is flexible enough to accommodate likely future changes? What other vendors being interviewed? Where are high costs adversely affecting the level of service delivered to the customer? Does your description of the journey match the way that customers talked about it, using language? What is the typical customer experience maturity path?

    Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

    Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

    This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Journey Map investments work better.

    This Customer Journey Map All-Inclusive Self-Assessment enables You to be that person.

    All the tools you need to an in-depth Customer Journey Map Self-Assessment. Featuring 2217 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Journey Map improvements can be made.

    In using the questions you will be better able to:

    - diagnose Customer Journey Map projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices

    - implement evidence-based best practice strategies aligned with overall goals

    - integrate recent advances in Customer Journey Map and process design strategies into practice according to best practice guidelines

    Using a Self-Assessment tool known as the Customer Journey Map Scorecard, you will develop a clear picture of which Customer Journey Map areas need attention.

    Your purchase includes access details to the Customer Journey Map self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria:

    - The latest quick edition of the book in PDF

    - The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

    - The Self-Assessment Excel Dashboard

    - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

    - In-depth and specific Customer Journey Map Checklists

    - Project management checklists and templates to assist with implementation

    INCLUDES LIFETIME SELF ASSESSMENT UPDATES

    Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

    LanguageEnglish
    Publisher5STARCooks
    Release dateApr 16, 2020
    ISBN9781867395065
    Customer Journey Map A Complete Guide - 2020 Edition

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      Book preview

      Customer Journey Map A Complete Guide - 2020 Edition - Gerardus Blokdyk

      Customer Journey Map

      Complete Self-Assessment Guide

      The guidance in this Self-Assessment is based on Customer Journey Map best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.

      Notice of rights

      You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.

      All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

      The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

      Trademarks

      Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.

      Copyright © by The Art of Service

      http://theartofservice.com

      [email protected]

      About The Art of Service

      The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

      Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

      Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

      Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

      With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

      Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

      http://theartofservice.com

      [email protected]

      Included Resources - how to access

      Included with your purchase of the book is the Customer Journey Map Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

      How? Simply send an email to

      [email protected]

      with this books’ title in the subject to get the Customer Journey Map Self Assessment Tool right away.

      You will receive the following contents with New and Updated specific criteria:

      •The latest quick edition of the book in PDF

      •The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

      •The Self-Assessment Excel Dashboard, and...

      •Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

      •In-depth specific Checklists covering the topic

      •Project management checklists and templates to assist with implementation

      INCLUDES LIFETIME SELF ASSESSMENT UPDATES

      Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

      Get it now- you will be glad you did - do it now, before you forget.

      Send an email to [email protected] with this books’ title in the subject to get the Customer Journey Map Self Assessment Tool right away.

      Purpose of this Self-Assessment

      This Self-Assessment has been developed to improve understanding of the requirements and elements of Customer Journey Map, based on best practices and standards in business process architecture, design and quality management.

      It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

      The criteria of requirements and elements of Customer Journey Map have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

      In this format, even with limited background knowledge of Customer Journey Map, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

      How to use the Self-Assessment

      On the following pages are a series of questions to identify to what extent your Customer Journey Map initiative is complete in comparison to the requirements set in standards.

      To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

      1 Strongly Disagree

      2 Disagree

      3 Neutral

      4 Agree

      5 Strongly Agree

      Read the question and rate it with the following in front of mind:

      ‘In my belief,

      the answer to this question is clearly defined’.

      There are two ways in which you can choose to interpret this statement;

      1.how aware are you that the answer to the question is clearly defined

      2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

      A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

      After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Customer Journey Map Scorecard on the second next page of the Self-Assessment.

      Your completed Customer Journey Map Scorecard will give you a clear presentation of which Customer Journey Map areas need attention.

      Customer Journey Map

      Scorecard Example

      Example of how the finalized Scorecard can look like:

      Customer Journey Map

      Scorecard

      Your Scores:

      BEGINNING OF THE

      SELF-ASSESSMENT:

      Table of Contents

      About The Art of Service7

      Included Resources - how to access7

      Purpose of this Self-Assessment9

      How to use the Self-Assessment10

      Customer Journey Map

      Scorecard Example12

      Customer Journey Map

      Scorecard13

      BEGINNING OF THE

      SELF-ASSESSMENT:14

      CRITERION #1: RECOGNIZE15

      CRITERION #2: DEFINE:25

      CRITERION #3: MEASURE:35

      CRITERION #4: ANALYZE:45

      CRITERION #5: IMPROVE:60

      CRITERION #6: CONTROL:76

      CRITERION #7: SUSTAIN:83

      Customer Journey Map and Managing Projects, Criteria for Project Managers:132

      1.0 Initiating Process Group: Customer Journey Map133

      1.1 Project Charter: Customer Journey Map135

      1.2 Stakeholder Register: Customer Journey Map137

      1.3 Stakeholder Analysis Matrix: Customer Journey Map138

      2.0 Planning Process Group: Customer Journey Map140

      2.1 Project Management Plan: Customer Journey Map143

      2.2 Scope Management Plan: Customer Journey Map145

      2.3 Requirements Management Plan: Customer Journey Map147

      2.4 Requirements Documentation: Customer Journey Map149

      2.5 Requirements Traceability Matrix: Customer Journey Map151

      2.6 Project Scope Statement: Customer Journey Map153

      2.7 Assumption and Constraint Log: Customer Journey Map155

      2.8 Work Breakdown Structure: Customer Journey Map157

      2.9 WBS Dictionary: Customer Journey Map159

      2.10 Schedule Management Plan: Customer Journey Map162

      2.11 Activity List: Customer Journey Map164

      2.12 Activity Attributes: Customer Journey Map166

      2.13 Milestone List: Customer Journey Map168

      2.14 Network Diagram: Customer Journey Map170

      2.15 Activity Resource Requirements: Customer Journey Map172

      2.16 Resource Breakdown Structure: Customer Journey Map173

      2.17 Activity Duration Estimates: Customer Journey Map175

      2.18 Duration Estimating Worksheet: Customer Journey Map177

      2.19 Project Schedule: Customer Journey Map179

      2.20 Cost Management Plan: Customer Journey Map181

      2.21 Activity Cost Estimates: Customer Journey Map183

      2.22 Cost Estimating Worksheet: Customer Journey Map185

      2.23 Cost Baseline: Customer Journey Map187

      2.24 Quality Management Plan: Customer Journey Map189

      2.25 Quality Metrics: Customer Journey Map191

      2.26

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