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    Course · Customer Intelligence trackFramework

    Customer Journey Map

    Full journey across 8 stages with touchpoints and friction points marked.

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    Run this as a workshop

    Facilitator guides, practice worksheets and completed examples for running this with your team.

    Customer Journey
    Stages × Actions, Touchpoints, Emotions, Opportunities.
    Journey Mapping Workshop
    90-min co-creation with sales, support, product.
    Audience Bullseye
    Inner, middle, outer circles — who we serve first, next, last.
    Lean Canvas
    Problem, solution, value prop, segments, channels, revenue, costs.
    ICP Card
    One page: firmographic, behavioral, fit and disqualifiers.
    Empathy Map
    Says, Thinks, Does, Feels — for one persona.
    Tactics that execute this

    Concrete plays and workshops you can run to ship this strategy.

    Journey Mapping Workshop
    Tactic
    Co-create a journey map with sales, support and product in 90 minutes.
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    Audience Strategy
    Who you choose to serve — demographics, psychographics, pains and priorities of the buyers you actually want to win.
    Customer Strategy
    The full commitment to customers you make: segments to win, jobs to solve, promises to keep, and value to deliver over the lifetime.
    Segmentation
    Segment a market by need, behavior, value and context — not just demographics.
    Personas
    Fictional profiles that make abstract segments concrete for the team.