Meaning ● Journey Mapping, within the context of SMB growth, automation, and implementation, represents a visual representation of a customer’s experiences with a business across various touchpoints. ● This process helps SMBs understand customer needs, pain points, and opportunities for improvement in the customer experience. Considering the integration of automation, it can show how digital tools enhance the customer interaction.
Scope ● Scope in an SMB context involves mapping the experiences across specific channels relevant to their operations, such as online sales, customer service interactions, or in-store visits; the goal is to identify areas where automation can create efficiencies and better experiences. ● Implementation within an SMB requires selecting the critical moments where automation can improve processes, resulting in increased customer satisfaction and business efficiency. Automation tools, when added into these identified stages, must align with SMB growth goals and improve key points of client satisfaction, allowing faster scalability.
