Implementation of Customer Journey Mapping in Digital Business Development

Serhii Katkov

Abstract: This study outlines all stages of implementing the Customer Journey Map (CJM) system in business and proposes a set of solutions for its systematization. It also examines the key stages a potential customer undergoes on the path to making a purchase, along with potential challenges they may encounter. The research covers essential aspects of CJM implementation, such as touchpoints, customer interviews, pain points, and customer emotional responses. As a result of the study, it is concluded that utilizing CJM enables business owners to gain a deeper understanding of their customers, thereby improving service quality. Additionally, a correlation is identified between analyzing the target audience and the efficiency and profitability of a business. Customer expectations regarding interactions with a company are analyzed, leading to the conclusion that customer - centricity is of paramount importance. This article may be particularly useful for entrepreneurs seeking to enhance the efficiency of their businesses and for emerging companies aiming to establish their niche.

Keywords: digital business, digitalization, business, online, CJM, Customer Journey Map, CJM implementation, target audience, efficiency improvement, CJM implementation stages