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The customer journey

Published on January 30, 2025   7 min

A selection of talks on Marketing & Sales

Please wait while the transcript is being prepared...
0:00
Hello. My name is Ken Le Meunier-FitzHugh. In this talk I'm going to consider the customer journey.
0:09
In this talk, I'm going to look at market intelligence, managing the customer journey, and lead generation.
0:18
The customer journey is how customers and consumers are acquired, and this can influence how the sales relationship develops. Customers and consumers can be engaged online through social media or offline through traditional promotional activities. New customers are guided through the customer journey by a combination of sales and marketing "customer touch point" interactions. Retaining profitable customers and consumers, customer loyalty helps to generate repeat business as it is as valuable to the organization as attracting new customers.
1:00
Collaborative market intelligence or knowledge consists of data generated through a system of research and synthesis that enables an organization to gain competitive advantage and to understand how to deliver customer value. Generating market intelligence is critical to informing sales and marketing strategy to acquire new customers and retain existing customers. To generate accurate customer knowledge it's essential to include information from the sales team so that appropriate customer value can be created.

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