What is "customer journey mapping" in Salesforce AgentBlazer?

Customer journey mapping in Salesforce AgentBlazer refers to the visual representation of a customer's interaction path with the company. This concept involves outlining the various stages and touchpoints a customer experiences throughout their relationship with a brand, from initial awareness to post-purchase engagement. By creating a detailed map, businesses can better understand how customers interact with their products and services, identify potential pain points, and enhance the overall customer experience. This visualization helps organizations tailor their strategies, optimize communication, and improve service delivery to meet customer needs more effectively.

Other options, while related to customer management, focus on narrower aspects such as handling complaints, analyzing survey data, or strategies for sales growth, rather than providing a holistic view of the customer’s journey.