CJM

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• Customer Journey Mapping (CJM) Kundresekartläggning. A visual depiction of the sequence of events through which customers interact with a service organization.
• Touchpoint Kontaktpunkt. Any point of interaction between a customer and an organization during the purchase process.
• Pre-service period Period före tjänsten. The customer experience before an actual service begins (e.g., seeing an ad).
• Service period Tjänsteperiod. Touchpoints experienced during the actual service (e.g., entering a store).
• Post-service period Period efter tjänsten. The customer experience that takes place after the actual service (e.g., recommending to a friend).
• Vertical axis Vertikal axel. The axis in a CJM that depicts relevant strategic initiatives and departmental responsibilities.
• Horizontal axis Horisontell axel. The timeline of the customer journey, usually from pre- to post-service.
• Cross-functional Tvärfunktionell. Involving several different departments or functions within an organization (e.g., Marketing and IT).
• Service Blueprinting Tjänsteblåskiss / Service blueprint. A tool used to diagram the service process, linking customer actions to front-stage and back-stage activities.
• Pain points Smärtpunkter. Specific problems or frustrations customers experience during their journey.
• Empathy map Empati-karta. A tool used to understand a customer's thoughts, feelings, and beliefs that cannot be directly observed.
• Service innovation Tjänsteinnovation. The process of creating new or improved service offerings or delivery processes.

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