What is customer journey in SAP CEC-MKT-CJI - Customer Journey Insights?

SAP Term: customer journey

• Component: CEC-MKT-CJI

• Component Name: Customer Journey Insights

• Description: A view of a sequence of events or series of interactions that a customer has with a particular brand or business. Customer journey interactions and events include clicked ads, opened e-mail, and Web searches. These interactions can be made or triggered through various channels such as social media, phone, and Web, providing insight into consumer behavior.

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• Key Concepts: 
  Customer journey is a term used to describe the entire experience of a customer interacting with a company, from the initial contact to the final purchase. It includes all the touchpoints, such as website visits, emails, phone calls, and in-person meetings. SAP Customer Journey Insights (CJI) is a component of SAP’s Customer Experience (CX) suite that helps companies understand and optimize their customer journeys. CJI provides insights into customer behavior and preferences, enabling companies to create personalized experiences for their customers.
  
  How to use it: 
  CJI can be used to track customer journeys across multiple channels and devices. It provides insights into customer behavior and preferences, enabling companies to create personalized experiences for their customers. CJI also helps companies identify opportunities for improvement in their customer journeys, such as reducing friction points or increasing engagement. Additionally, CJI can be used to measure the effectiveness of marketing campaigns and optimize them for better results.
  
  Tips & Tricks: 
  When using CJI, it is important to remember that customer journeys are not linear. Customers may take different paths to reach the same destination, so it is important to track all possible paths and analyze them for insights. Additionally, it is important to remember that customer journeys are constantly changing, so it is important to regularly review and update your customer journey insights.
  
  Related Information: 
  For more information on SAP Customer Journey Insights, please visit the SAP website at https://www.sap.com/products/customer-experience/customer-journey-insights.html