WBSRocks: Business Growth with Enterprise Software and Digital Transformation
WBSRocks podcast features in-depth conversations on customer experience, digital transformation, supply chain, eCommerce, industry 4.0, and enterprise software categories such as CRM, ERP, or analytics suites. The purpose of the show is to help CFOs, COOs, CEOs, and business owners with their daily commercial, operational, or financial challenges by taking a deep dive into business cases and processes, technology strategy and architecture, transformation initiatives, and business models. The show also offers an independent analysis of technology trends, various enterprise software vendors and solutions, and their mergers and acquisitions. Subscribe today to stay on top of digital transformation trends!
WBSRocks: Business Growth with Enterprise Software and Digital Transformation
WBSP160: Grow Your Business by Optimizing Customer Journey, a Live Interview w/ a Panel of Experts
While building your e-commerce site, you might be tempted to go for the cheapest option. But for your e-commerce initiatives to work, you need to perform a deeper analysis of customer journeys to provide them the experience they expect. This study requires you to go deeper than the five WHYs and to utilize methods such as management by walking around. Also, optimizing customer journeys is an ongoing process, which doesn't end with identification.
In today's episode, we invited a panel of cross-functional experts for a live interview on LinkedIn who brings significant expertise to discuss customer journey mapping. We covered many grounds in this episode, including how companies can start on the customer journey and why performing as-is and to-be analysis is vital to identify customer journeys and behaviors. Finally, we discussed several other concepts related to customer journeys, such as touchpoints, cohort analysis, the importance of user research, and design thinking.
For more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs.rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform.