Customer journey

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Preferred Term Customer journey
Definition The journey and all contact points between a customer or user and a service provider when consuming a service.
Acronym
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


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Modification Date 2024-07-13 18:44:29
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