Explain the concept of customer journey mapping in the context of CRM. How can it be used to enhance customer experiences?

Marketing
20th Edition
ISBN:9780357033791
Author:Pride, William M
Publisher:Pride, William M
Chapter13: Services Marketing
Section: Chapter Questions
Problem 5DYMP
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Explain the concept of customer journey mapping in the context of CRM. How can it be used to enhance customer experiences?

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