Dr Peter Cruickshank P.Cruickshank@napier.ac.uk
Associate Professor
Customer journey mapping
Cruickshank, Peter
Authors
Abstract
Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of customer insight and business process improvement and provides practical guidelines on how to make the most of CJM.
Citation
Cruickshank, P. (2011). Customer journey mapping
Report Type | Technical Report |
---|---|
Publication Date | 2011 |
Deposit Date | Sep 27, 2012 |
Publicly Available Date | Sep 27, 2012 |
Peer Reviewed | Not Peer Reviewed |
ISBN | 9781907576201 |
Keywords | Codesign; e-government; smart cities; |
Public URL | http://researchrepository.napier.ac.uk/id/eprint/5660 |
Contract Date | Sep 27, 2012 |
Files
Smart_Cities_Brief_Guide_to_Customer_Journey_Mapping.pdf
(2.8 Mb)
PDF
Publisher Licence URL
http://creativecommons.org/licenses/by-nc/4.0/
You might also like
Blue sky thinking?
(2013)
Journal Article
SCRAN: The Network
(2011)
Journal Article
Personal online reputation: the development of an approach to investigate how personal reputation is evaluated and managed in online environments.
(2016)
Presentation / Conference Contribution
Downloadable Citations
About Edinburgh Napier Research Repository
Administrator e-mail: repository@napier.ac.uk
This application uses the following open-source libraries:
SheetJS Community Edition
Apache License Version 2.0 (http://www.apache.org/licenses/)
PDF.js
Apache License Version 2.0 (http://www.apache.org/licenses/)
Font Awesome
SIL OFL 1.1 (http://scripts.sil.org/OFL)
MIT License (http://opensource.org/licenses/mit-license.html)
CC BY 3.0 ( http://creativecommons.org/licenses/by/3.0/)
Powered by Worktribe © 2024
Advanced Search