Customer Journey Map

Create new customer experiences: with the process-oriented customer journey map in Symbio.

Persona and stakeholder profiles Define detailed Buyer Personas. Symbio offers you numerous typifications such as age, gender, needs and interests. With the Symbio Persona profile, your target group is defined multidimensionally
Automated generation of Customer Journeys Your once developed Journey is not static, but can be generated in different views. With Symbio the journey of your customers is automatically modelled and generated
Connect within all corporate divisions Your Customer Journey is embedded in the business context and influences all business objectives. With Symbio you can efficiently link strategy, organization, processes, applications and project initiatives.
Reporting Identify risks and opportunities in your journeys and reduce or improve them within the reporting functionality. Involve not only the customer, but also relevant stakeholders, sales channels and goals.

Design the customer journey with Symbio

Customer satisfaction is one of your central corporate goals. Nevertheless, many entrepreneurs are faced with the question: What does my customer want?  To understand your customer, you need to know them and develop a sense of their needs. Only then can you convey your message in a way that arouses your customer’s curiosity and makes their customer experience unique.

With Symbio, you create interest in your offer among your potential customers through optimal customer experience. Design and optimize touchpoints and consolidate long-term customer loyalty from the first contact to the purchase and beyond.

Understand the customer

A journey alone does not ensure optimal customer orientation. The internal view is important, but the external one is even more important. Integrate touchpoints with customers. A bad process makes for bad customer experience.

Focus on optimizing the processes that realize the touchpoints. This is how you bring customer orientation into the journey. The satisfaction of your customers will continue to increase with an optimized customer journey.

Create experiences in the customer journey

Processes are the foundation of every customer journey. With Symbio, we bring customer experience management and business process management together: You can only successfully accompany your customer’s journey through tailor-made processes. The touchpoints connect customer journeys with internal processes.

Take a close look at each touchpoint: What internal processes are behind it? The point of contact with the customer can only function if the associated processes are optimized. Rule of thumb: The customer experience will only be successful through the process.

Connect touchpoints with the IT landscape

In addition to the processes, IT support is essential for a needs-based delivery of a touchpoint. The customer’s first steps are now taking place online, i.e. digitally.

Modern and flexible technologies enable you to pick up your customers right there. An analysis of customer behaviour provides information on whether your system landscape is well prepared for it. Symbio also supports you in this.

Connect Journey with project initiatives

Customer trips are closely linked to your corporate goals. Create your balanced scorecard according to Kaplan and align customer journeys with your corporate strategy. Develop journeys to establish new digital innovations.

The customer’s journey is always to be understood as a process that is implemented by individual sub-processes. With this thought, you make the journey goal-oriented and include the customer perspective.

Create outstanding customer experiences with

Customer Journey Map

Design the customer journey with Symbio

Understand the customer

Create experiences in the customer journey

Connect touchpoints with the IT landscape

Connect Journey with project initiatives

Create outstanding customer experiences with

Business Manager

Business Intelligence

Business Connectors

Business Navigator