Agility Overview - Part 1 Supporting the customer journey
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The document outlines the key stages in a typical customer journey from awareness to repeat purchase. It then shows the various internal processes companies use to support each stage of the customer journey across different channels like websites, emails, stores etc. However, it notes that currently these processes are siloed, repetitive and lack consistency, integration and analytics, resulting in reduced customer satisfaction and lost sales. There is a need to streamline and connect these internal processes to provide a better omnichannel customer experience.
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Agility Overview - Part 1 Supporting the customer journey
- 1. Supporting the customer journey
- 11. AWARENESS RESEARCH SELECTION ORDER ACQUIRE REVIEW DECISION REPEAT PROCESS = = A customer Journey
- 12. AWARENESS RESEARCH SELECTION ORDER ACQUIRE REVIEW DECISION REPEAT PROCESS = = A customer Journey
- 13. AWARENESS RESEARCH SELECTION ORDER ACQUIRE REVIEW DECISION REPEAT PROCESS The key is getting customers to finish and repeat the journey No journey is the same and the majority do not reach the end By creating compelling & complementary communications A customer Journey
- 14. WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Suppliers ERP/Main hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Typical internal company processes to support the customer journey
- 15. WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Suppliers ERP/Main hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Typical internal company processes to support the customer journey
- 16. WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Suppliers ERP/Main hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad Typical internal company processes to support the customer journey
- 17. hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad Digital catalog Integrat e Approve Release Enrich Release WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER ManuallyEmbed References Suppliers ERP/Main Typical internal company processes to support the customer journey Web Database
- 18. hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References ERP/Main Suppliers Web Database Typical internal company processes to support the customer journey
- 19. Import Approve Release Create hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Mobile Windows phone Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References ERP/Main Suppliers Web Database
- 20. Import Approve Release Create hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER Mobile Windows phone Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References ERP/Main Suppliers Web Database hand- written note <XML> Input Author Approv e Relea se Clea n POS
- 21. hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email Mobile Windows phone Import Approve Release Create Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References hand- written note <XML> Input POS Author Approv e Relea se Clea n WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER ERP/Main Web Database Other Channels Windows phone Suppliers
- 22. hand- written note <XML> Input Author Approv e Releas e Clean Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Releas e Clean Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email Mobile Windows phone Import Approve Release Create Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References hand- written note <XML> Input POS Author Approv e Relea se Clea n WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER ERP/Main Web Database Other Channels Windows phone Suppliers Multiple Languages
- 23. hand- written note <XML> Input Analysi s Web Database Web site Analysi s Catalog <XML> Input hand- written note Author Create Approve Release Clean Analysi s Flyer/Ad ERP/Main Import Merge Release Author Email Mobile Windows phone Import Approve Release Create Digital catalog Integrat e Approve Release Enrich Release ManuallyEmbed References hand- written note <XML> Input POS Author Approv e Relea se Clea n WEB COMPARISON E-MAIL SOCIAL SMARTPHONE STORE CALL IPAD/TABLET FLYER/AD CATALOG/ SITES NETWORKING CENTER ERP/Main Web Database Other Channels Windows phone Suppliers Multiple Languages ● Siloed processes leading to inconsistent product information to customers ● Repetition of product content management tasks increase workload ● Not enough detail/depth to product information for customers ● No single view of analytics on product information for decision making ● Lack of cross selling/up-selling in individual channels and across channels ● Multiple, manual preparation and approval processes resulting in long lead times product introductions REDUCED CUSTOMER SATISFACTION LOST SALES