Customer journey mapping

Cruickshank, Peter

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• Peer Reviewed: Not Peer Reviewed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