Customer journey

From USM Wiki

This page contains changes which are not marked for translation.
Preferred Term Customer journey
Definition The journey and all contact points between a customer or user and a service provider when consuming a service.
Explanation A customer journey, a value stream and a customer driven USM workflow, all describe the same interaction between a customer/user and a service provider, but from different perspectives:
  • The customer journey describes the interaction from the customer/user perspective.
  • The value stream and the workflow describe the interaction from the provider's perspective.

USM explains how eight standard workflow template can be used to define any and all customer journeys and value streams in service delivery.

Alternative Term (Synonym) Workflow, value stream

Modification Date 2024-07-13 18:44:29
Modification Note
Search Term