Gainsight Glossary

Customer Journey Mapping

Businesses need to pay closer attention to the changing requirements of their customers to grow their business and to improve relationships. A Customer Journey Map helps you understand the customer based on the experience they have with your organization, your product or service. It helps identify the customer’s reaction, their thought process that can help identify the opportunities for improvement in customer experience and reduce the churn.

Gainsight’s customer success solution provides a combination of measurement and monitoring tools to track customer preferences giving you insights about how to enhance your offerings. Based on the insights provided and tracking customer satisfaction and their changing preferences, you can identify latent problems and new business opportunities.

Taking Gainsight’s multi-dimensional approach to capturing this information via customer experience mapping and other information gathering mechanisms, you can improve retention, identify Up-Sell opportunities and reduce churn.

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