The document outlines a customer journey map for a marketing plan. It includes personas for two potential customers - Brian Baker, a tech-savvy CEO focused on streamlining business and reducing costs through emerging technologies, and a second unnamed persona. Each persona includes demographics, goals, needs, motivations, pain points, and a representative quote. The customer journey map then outlines the stages a typical customer would progress through, including awareness, research, trial, purchase, and support. Each stage includes the business goals, user goals, touchpoints, processes, problems, and ideas. The overall map is meant to help understand the customer experience and identify opportunities to improve it.

1. [PLAN DE MARKETING]
CUSTOMER JOURNEY MAP

2. Personas Overview
Brain Baker – CEO Persona 1 Persona 2
Brian loves all things technology. He is
constantly looking for ways to streamline his
business and reduce costs. He is committed
to creating a sustainable future for his
company by staying on the cutting-edge of
emerging tech and new methodologies.
• Tech-savvy
• All about Apple devices
• Looking at the bigger picture in decisions;
doesn’t get too caught up in granular
details
Sed ut perspiciatis, unde omnis iste natus
error sit voluptatem accusantium
doloremque laudantium, totam rem
aperiam eaque ipsa, quae ab illo inventore
veritatis et quasi architecto beatae vitae
dicta sunt, explicabo. Nemo enim ipsam
voluptatem, quia voluptas sit, aspernatur
aut odit aut fugit, sed quia consequuntur
magni dolores eos, qui ratione voluptatem
sequi nesciunt, neque porro quisquam est,
qui dolorem ipsum.
Sed ut perspiciatis, unde omnis iste natus
error sit voluptatem accusantium
doloremque laudantium, totam rem
aperiam eaque ipsa, quae ab illo inventore
veritatis.
Et quasi architecto beatae vitae dicta sunt,
explicabo. Nemo enim ipsam voluptatem,
quia voluptas sit, aspernatur aut odit aut
fugit, sed.

3. “The single biggest problem with
communication is the illusion that it has
taken place”
Brian Baker – CEO
Brian loves all things technology. He is constantly looking for ways to streamline his business and reduce costs.
He is committed to creating a sustainable future for his company by staying on the cutting-edge of emerging tech and new
methodologies.
• Increase business revenues and profits
• Create more efficient processes through automation
• Increase productivity, while reducing costs
• Identify and mitigate risks
• Maintaining a competitive edge through innovation and new technology
Age/Gender: 40, Male
Occupation: CEO
Marital Status: Married
Location: New York
Archetype: Guardian
• Clear plans to drive company goals
• ROI and data to support business initiatives
• Quick, fast results
• Improve and automate processes
• Increase productivity, while reducing costs
• Create more efficient processes through automation
• Increase business revenues and profits
• Field execution
• Financial resources for innovations
• Getting buy-in from executive board
• Proof-of-concepts
Background
Goals
Needs
Motivations Pain-points
Demographics

4. Persona’s quote
Persona 2
Age/Gender:
Occupation:
Marital Status:
Location:
Archetype:
Background
Goals
Needs
Motivations Pain-points
Demographics

5. Persona’s quote
Persona 3
Age/Gender:
Occupation:
Marital Status:
Location:
Archetype:
Background
Goals
Needs
Motivations Pain-points
Demographics

6. STAGE 3STAGE 2
AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY
& USE
SUPPORT
FEEDBACK
ADVOCACY
EXPERIENCESUBSTAGES
STAGE 1
PROCESSES Journey Map Overview

7. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

8. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

9. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

10. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

11. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

12. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

13. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

14. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

15. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

16. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

17. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

18. AWARE
RESEARCH
DEMO
CONSIDER
TRIAL
DECISION
NEGOTIATIONS
PURCHASE
DELIVERY & USE
SUPPORT
FEEDBACK
ADVOCACY
Business goals
User goals
Touchpoints
Process
Problems
Ideas
<touchpoints description>
<process description>
<problems>
<goal description>
<goal description>
<ideas>
“Quote”
Process typeBACK TO OVERVIEW

19. Marital Status
Channels
Icons
Gender
Process Types
Smileys

20. [www.leogf.net]
LEONARD GLAB - CONSULTOR DE MARKETING B2B