I was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was “the Year of the Customer Journey!” Really? This year? What about the many years before this? This goat-getting post went on to talk about “integrating touchpoints into a cohesive customer journey” — in other words, to describe the customer journey in terms of the seller.
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Customer-In, Not Seller-Out: 5 Realities of the Customer Journey
Posted by: Christopher J. Bucholtz May 11, 2015 05:00 PMI was doing a little reading about the concept of the customer journey. I have distinct opinions about it, and I was looking for things that might challenge or validate those ideas when I stumbled across a blog post from a major CRM vendor that got my goat. The post proclaimed that 2015 was “the Year of the Customer Journey!” Really? This year? What about the many years before this? This goat-getting post went on to talk about “integrating touchpoints into a cohesive customer journey” — in other words, to describe the customer journey in terms of the seller.