Customer Journey Mapping in Zoho CRM involves visualizing and analyzing customers’ steps when interacting with a business across various channels. This comprehensive view helps organizations understand customer behavior, identify pain points, and optimize engagement strategies.

What is the Customer Journey?

The customer journey represents a customer’s complete experience with a business, from initial awareness through consideration, purchase, retention, and advocacy. By understanding this journey, companies can identify critical touchpoints, pain points, and opportunities for improvement.