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- Customer Journey Mapping Matrix
Customer Journey Mapping Matrix
The Customer Journey Mapping Matrix is a strategic tool used to visualize and analyze the various stages a customer goes through when interacting with a business. It helps organizations understand customer needs, pain points, and opportunities for improvement across different touchpoints, ultimately enhancing the overall customer experience.
At a very high level, the Customer Journey Mapping Matrix is used in the context of business, marketing, customer experience.
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- Market Development-Size Matrix
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- Organizational Design-Performance Matrix
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- Organizational Resilience-Value Chain Alignment Matrix
- Organizational Resilience-Value Matrix
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- Organizational Structure-Value Matrix
- Organizational Sustainability Matrix
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- Partner Selection Matrix
- Partnership Marketing Matrix
- People Capability Maturity Matrix
- Perception-Positioning Matrix
- Performance and Potential Matrix
- Performance Appraisal Matrix
- Performance Feedback Matrix
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- Performance Management-Value Chain Alignment Matrix
- Performance Management-Value Matrix
- Performance Management-Value Proposition-Value Stream Alignment Matrix
- Performance Management-Value Stream Alignment Matrix
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- Performance-Matrix Marketing
- Performance-Value Chain Alignment Matrix
- Performance-Value Matrix
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- Personality Assessment-Value Matrix
- Personalization Matrix
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- Porter's Five Forces Framework
- Portfolio Analysis Matrix
- Portfolio Analysis-Evaluation Matrix
- Portfolio Analysis-Performance Alignment Matrix
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- Portfolio Assessment-Performance Alignment Matrix
- Portfolio Optimization-Value Alignment Matrix
- Portfolio Optimization-Value Stream Alignment Matrix
- Portfolio Performance-Value Matrix
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- Process Capability Matrix
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- Process Capability-Value Alignment Matrix
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- Process Improvement-Performance Alignment Matrix
- Process Improvement-Value Alignment Matrix
- Process Improvement-Value Stream Alignment Matrix
- Procurement Capability-Value Matrix
- Procurement Maturity Matrix
- Product Adoption Matrix
- Product Costing Matrix
- Product Design Matrix
- Product Design-Development Matrix
- Product Design-Value Matrix
- Product Development Matrix
- Product Development-Reward Matrix
- Product Development-Risk Matrix
- Product Development-Risk-Value Alignment Matrix
- Product Development-Value Matrix
- Product Differentiation Matrix
- Product Feature Matrix
- Product Feature-Value Alignment Matrix
- Product Feature-Value Matrix
- Product Launch-Performance Matrix
- Product Life Cycle Matrix
- Product Portfolio Matrix
- Product Positioning Matrix
- Product Roadmap Matrix
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- Product-Market Fit Matrix
- Product-Market Matrix
- Product-Market-Technology Matrix
- Product-Service Matrix
- Product-Service Mix Matrix
- Productivity Improvement Matrix
- Program Management Maturity Matrix
- Project Benefit Matrix
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- Project Management Capability Assessment-Value Matrix
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- Project Management Matrix
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- Project Prioritization Matrix
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- Project Risk-Value Matrix
- Promotions Matrix
- Prospecting Matrix
- Public Relations Matrix
- Purchase Decision Matrix
- Quadrant Analysis
- Quality Control Matrix
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- Quality Management Capability-Value Alignment Matrix
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- Risk Analysis Matrix
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- Service Delivery Performance-Value Matrix
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- Service Innovation-Value Proposition Alignment Matrix
- Service Innovation-Value Stream Alignment Matrix
- Service Management Capability Assessment-Value Matrix
- Service Management Capability Maturity Matrix
- Service Maturity Matrix
- Service Performance-Value Matrix
- Service Profit Chain Matrix
- Service Quality Matrix
- Service-Value-Complexity Matrix
- Six Sigma DMAIC Matrix
- Six Thinking Hats Matrix
- Skill Gap Matrix
- Skill-Will Matrix
- Skills Assessment-Development Matrix
- Skills Assessment-Mapping Matrix
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- Skills Development-Performance Alignment Matrix
- Skills Development-Value Matrix
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- Skills Management-Value Matrix
- Social Capital-Value Matrix
- Social Impact Assessment Matrix
- Social Media Analytics Matrix
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- Social Media Engagement Matrix
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- Social Media Marketing Matrix
- Social Media Strategy Matrix
- Social Network Analysis Matrix
- Social Responsibility Maturity Matrix
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- Social Responsibility-Value Matrix
- Social Responsibility-Value Proposition Alignment Matrix
- Social Responsibility-Value Stream Alignment Matrix
- Software Development Capability-Value Matrix
- Software Development Lifecycle Matrix
- Software Development Maturity Matrix
- Software Performance-Value Matrix
- Software Quality Matrix
- Software Quality Maturity Matrix
- Software Testing Capability-Value Matrix
- Software Testing Maturity Matrix
- Software-Value-Complexity Matrix
- Solution Design Matrix
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- Sponsorship Marketing Matrix
- Staffing Matrix
- Stakeholder Analysis Grid
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- Stakeholder Engagement Matrix
- Stakeholder Management-Value Matrix
- Stakeholder Mapping Matrix
- Stakeholder Mapping-Value Matrix
- Stakeholder Prioritization Matrix
- Stakeholder Prioritization-Value Alignment Matrix
- Stakeholder Risk-Value Alignment Matrix
- Startup Financial Plan Matrix
- Store Atmosphere-Consumer Perception Matrix
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- Strategic Alignment-Value Matrix
- Strategic Business Unit (SBU) Matrix
- Strategic Business Unit (SBU)-Value Matrix
- Strategic Business Unit (SBU)-Value Matrix
- Strategic Capability-Performance Matrix
- Strategic Capability-Value Chain Alignment Matrix
- Strategic Capability-Value Matrix
- Strategic Capability-Value Proposition Alignment Matrix
- Strategic Capability-Value Proposition-Value Chain Alignment Matrix
- Strategic Capability-Value Stream Alignment Matrix
- Strategic Capability-Value Stream-Value Proposition Alignment Matrix
- Strategic Maturity Matrix
- Strategic Option Matrix
- Strategic Performance-Value Alignment Matrix
- Strategic Performance-Value Chain Alignment Matrix
- Strategic Performance-Value Matrix
- Strategic Performance-Value Proposition-Value Chain Alignment Matrix
- Strategic Performance-Value Stream-Value Chain Alignment Matrix
- Strategy Culture Matrix
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- Strategy Map
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- Supplier Capability Maturity Matrix
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- Supplier Relationship Management Matrix
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- Supply Chain Analysis Matrix
- Supply Chain Capability-Value Matrix
- Supply Chain Complexity Matrix
- Supply Chain Efficiency Matrix
- Supply Chain Integration-Value Alignment Matrix
- Supply Chain Optimization-Value Alignment Matrix
- Supply Chain Performance-Value Matrix
- Supply Chain Risk Matrix
- Supply Chain Risk-Performance Matrix
- Supply Chain Risk-Value Matrix
- Supply Chain Visibility Matrix
- Supply Chain Visibility-Cost Matrix
- Sustainability Performance-Value Chain Alignment Matrix
- Sustainability Performance-Value Matrix
- Sustainability Performance-Value Proposition Alignment Matrix
- SWOT Analysis Matrix for Marketing
- SWOT-Gap Matrix
- SWOT-PEST Analysis Matrix
- System Development Capability-Value Matrix
- System Development Maturity Matrix
- System Performance-Value Matrix
- Systems Engineering Capability-Value Matrix
- Systems Engineering Maturity Matrix
- Talent Acquisition-Performance Matrix
- Talent Assessment-Value Alignment Matrix
- Talent Development Matrix
- Talent Development-Performance Matrix
- Talent Management Capability-Value Alignment Matrix
- Talent Management Matrix
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- Talent Performance-Value Alignment Matrix
- Talent Performance-Value Matrix
- Talent Pool Matrix
- Talent Review Matrix
- Talent-Value-Complexity Matrix
- Target Market Matrix
- Technology Adoption Lifecycle
- Technology Assessment Matrix
- Technology Capability Assessment Matrix
- Technology Capability Matrix
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- Technology Capability Maturity Model
- Technology Capability-Value Alignment Matrix
- Technology Capability-Value Proposition Alignment Matrix
- Technology Evaluation Matrix
- Technology Innovation Matrix
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- Technology Innovation-Value Proposition Alignment Matrix
- Technology Innovation-Value Stream Alignment Matrix
- Technology Maturity Matrix
- Technology Maturity-Value Matrix
- Technology Performance-Value Alignment Matrix
- Technology Performance-Value Matrix
- Technology Platform Matrix
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- Technology Roadmap Matrix
- Technology Strategy Matrix
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- Technology Strategy-Value Proposition-Value Chain Alignment Matrix
- Technology-Value-Complexity Matrix
- Test Matrix
- The 7 Habits of Highly Effective People
- The Impact-Effort Matrix
- Time Management Matrix
- Time Value of Money Matrix
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- Total Cost of Ownership-Value Alignment Matrix
- Total Cost of Quality-Value Alignment Matrix
- Total Quality Management Matrix
- Total Quality Management Maturity Matrix
- Total Value Chain Alignment Matrix
- Total Value Matrix
- TOWS Analysis Matrix
- Trade Show Marketing Matrix
- Training Capability-Value Matrix
- Training Effectiveness-Performance Alignment Matrix
- Training Evaluation Matrix
- Training Impact Matrix
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- Training Needs Assessment Matrix
- Training Needs Assessment-Value Alignment Matrix
- Training Needs-Performance Alignment Matrix
- Training Performance-Value Matrix
- Training-Value-Complexity Matrix
- Transition Capability-Value Matrix
- Transition Maturity Matrix
- User Experience Matrix
- User Experience-Value Matrix
- User Experience-Value Proposition Matrix
- User Experience-Value Proposition-Value Chain Alignment Matrix
- User Experience-Value Stream Alignment Matrix
- User Needs-Value Proposition Alignment Matrix
- User Research-Value Proposition Alignment Matrix
- Value Chain Analysis
- Value Chain Analysis Matrix
- Value Chain-Performance Matrix
- Value Creation Matrix
- Value Mapping Matrix
- Value Proposition Canvas
- Value Proposition-Competitive Advantage Matrix
- Value Stream Mapping Capability Maturity Matrix
- Value Stream Mapping Matrix
- Value-Based Pricing Matrix
- Vendor Evaluation Matrix
- Vendor Management-Performance Matrix
- Vendor Performance-Cost Matrix
- Vendor Performance-Value Alignment Matrix
- Vendor Risk Matrix
- Vendor Risk-Cost Matrix
- Vendor Risk-Performance Alignment Matrix
- Viral Marketing Matrix
- Voice of Customer Matrix
- Website Traffic-Conversion Matrix
- Work Breakdown Structure (WBS)
- Workforce Capability Development-Performance Alignment Matrix
- Workforce Capability Development-Value Alignment Matrix
- Workforce Capability-Performance Matrix
- Workforce Capability-Value Alignment Matrix
- Workforce Development-Performance Alignment Matrix
- Workforce Development-Value Matrix
- Workforce Development-Value Proposition Alignment Matrix
- Workforce Performance-Value Chain Alignment Matrix
- Workforce Performance-Value Proposition-Value Chain Alignment Matrix
- Workforce Performance-Value Stream Alignment Matrix
- Workforce Skill Development Matrix
- YouTube Marketing Matrix
What is the Customer Journey Mapping Matrix?
A visual explanation is shown in the image above. The Customer Journey Mapping Matrix can be described as a matrix with the following quadrants:
- Awareness: The 'Awareness' stage where customers first learn about the brand. Example: Social media ads.
- Consideration: The 'Consideration' stage where customers evaluate their options. Example: Reading product reviews.
- Purchase: The 'Purchase' stage where the actual transaction occurs. Example: Completing an online purchase.
- Post-Purchase: The 'Post-Purchase' stage which includes customer support and loyalty programs. Example: Subscribing to a loyalty program.
What is the purpose of the Customer Journey Mapping Matrix?
The Customer Journey Mapping Matrix is an essential tool for businesses aiming to improve their customer experience. This 2x2 matrix helps organizations map out the entire journey of a customer, from initial awareness to post-purchase interactions. By categorizing different stages and touchpoints, businesses can identify areas for improvement and create strategies to enhance customer satisfaction.
The matrix is divided into four quadrants, each representing a different stage of the customer journey. The top-left quadrant focuses on the 'Awareness' stage, where customers first learn about the brand. The top-right quadrant covers the 'Consideration' stage, where customers evaluate their options. The bottom-left quadrant represents the 'Purchase' stage, where the actual transaction occurs. Finally, the bottom-right quadrant deals with the 'Post-Purchase' stage, which includes customer support and loyalty programs.
Use cases for the Customer Journey Mapping Matrix include identifying pain points in the customer experience, optimizing marketing strategies, and improving customer retention. For example, a business might discover that customers frequently abandon their carts during the purchase stage due to a complicated checkout process. By addressing this issue, the company can reduce cart abandonment rates and increase sales.
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What templates are related to Customer Journey Mapping Matrix?
The following templates can also be categorized as business, marketing, customer experience and are therefore related to Customer Journey Mapping Matrix: Product-Market Matrix, 4 Ps Marketing Mix Matrix, AI Capability-Value Proposition Alignment Matrix, AI Innovation-Value Alignment Matrix, AI Maturity Matrix, AI-Value Proposition Alignment Matrix, AI-Value Proposition Matrix, AIDA Marketing Matrix. You can browse them using the menu above.
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