The path the customer travels from knowing the product to consuming it. How to build a Customer Journey Map: - Define our buyer persona: a personification of the ideal customer based on a simplification of reality. - Define the sales process: it will be different depending on the type of business. For example, for a digital company that uses the Inbound Marketing methodology, these steps will be: attract, convert, close and delight. - Draw the map: draw a graph in which the X axis collects the phases that the client goes through, established in the previous point, and in which the Y axis establishes emotions that reflect how he feels during these interactions, ordered from the most negative (in red) to the most positive (in green). Once you have established the axis of purchase phases and that of sensations, put yourself in the customer's shoes, establish the points according to your shopping experience and connect them using a line to obtain the map. In this way, you will be able to identify the most critical stages of the entire journey and improve them to avoid that the customer does not abandon and leave the purchase halfway. What action can be implemented in each phase so that customers are completely satisfied?