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Default IT Service Management ITIL ITSM Concepts Series Making IT WorkFebruary 19, 2020

Mapping the Customer Journey Part 1

By Elizabeth von Schlag

Mapping the Customer Journey provides a basic template for understanding how a customer feels at each stage of a service engagement. While it may look like a sales cycle from the outside, the magic of a well-executed Customer Journey lies in the insight provided by this fundamental perspective shift. In this short video Patrick von Schlag begins walking us through the aspects of the Customer Journey.

Customer Journey, Mapping
Previous The ITIL 4 Journey – One Year In
Next Mapping the Customer Journey: Explore

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