As any business tool, customer journey maps are never being used in isolation. There are four maps that will complement your customer journey map.

  • Customer lifecycle map

This map follows the customer across different relationship stages with the business. It is often used in Sales & Marketing for targeting activities.

  • Service/Product blueprint

This map follows the customer across all touchpoints and channels for a specific product or service. It is often used in Sales & Marketing for targeting activities and assists in identifying required Service and Product improvements.

  • Heat map

A map which colour-codes issues/problems to fix. It is usually used in conjunction with other maps in order to give the necessary background and justification for the improvement activity.

  • Process map

A map which overlays internal processes with the customer journey map. The process map allows for the identification of possible misalignment between the customer’s view point and internal procedures in order to create a more consistent customer experience.