Customer Journey Mapping Definitions

  • P

    phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience.

  • S

    Salesforce Journey Builder

    Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for service industries that draws on the company's CRM software for sales professionals.

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