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عمومی::
نقشه راه مشتری
Customer Journey Map: service blueprinting is the origin for customer journey map (Shostack 1984).
A customer journey map describes the collection of touch points throughout the service cycle, i.e.
Customer journey map helps in identification of problems associated with services and hence probable chances for innovation in service area (Shostack 1984; Krippendorff 2006).
, personas, customer journey map, and stakeholder maps, were
Although the participants were familiar with customer journey map and
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