Customer Journey Mapping

A customer journey map is an important resource to have when aiming to understand customer behavior and seeing which service efforts need to be improved. Customer journey mapping helps enterprises understand how consumers interact with an enterprise and which touchpoints need improvement to refine the customer experience. This can include everything from e-commerce to fielding consumer feedback on social media. Customer journey mapping tools can potentially reveal deficiencies or inefficiencies in a company's customer service practices that, when fixed, can improve customer retention and a company's overall reputation. This section covers the intersection of customer journey mapping and Salesforce technology. The Salesforce Marketing Cloud's Journey Builder feature aims to track the customer journey and measure campaign effectiveness, but the marketplace contains other tools that can achieve this goal. We cover how companies are using this technology to meet business goals, with a focus on the challenges involved with conceiving and implementing those strategies. We also cover how Salesforce products are being used with third-party technologies to support customer journey mapping strategies.

Customer Journey Mapping News

View All News

Customer Journey Mapping Get Started

Bring yourself up to speed with our introductory content

  •'s CRM for education helps UVA students succeed

    The University of Virginia is one of a number of institutions using's Education Cloud CRM to recruit students, track student success and manage alumni relations. Continue Reading

  • lead scoring

    In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or ... Continue Reading

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers. Continue Reading

View All Get Started

Evaluate Customer Journey Mapping Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

View All Evaluate

Manage Customer Journey Mapping

Learn to apply best practices and optimize your operations.

View All Manage

Problem Solve Customer Journey Mapping Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

View All Problem Solve