{"id":25630,"date":"2026-03-03T22:27:18","date_gmt":"2026-03-03T20:27:18","guid":{"rendered":"https:\/\/pointofnew.at\/glossary\/customer-journey\/"},"modified":"2026-03-06T15:43:19","modified_gmt":"2026-03-06T13:43:19","slug":"customer-journey","status":"publish","type":"page","link":"https:\/\/pointofnew.at\/en\/glossary\/customer-journey\/","title":{"rendered":"Customer Journey"},"content":{"rendered":"<div class=\"glossary-tldr\" style=\"background:#f0f1f3;padding:20px 24px;margin:24px 0;border-radius:12px;\">\n<strong>Key Takeaways:<\/strong> The customer journey describes the entire path a customer takes from the initial awareness of a problem through to purchase and beyond. Understanding and strategically designing this journey is crucial for successful <a href=\"https:\/\/pointofnew.at\/en\/glossary\/go-to-market-strategy\/\" style=\"color:#1a5276;text-decoration:none;\">go-to-market strategies<\/a>, <a href=\"\/glossar\/geschaeftsmodell-innovation\/\" style=\"color:#1a5276;text-decoration:none;\">business model innovation<\/a>, and sustainable customer retention.\n<\/div>\n<nav class=\"glossary-toc\" style=\"background:#f9f9f9;padding:20px 24px;margin:24px 0;border-radius:8px;border:1px solid #e2e2e2;\">\n<strong>Table of Contents<\/strong><\/p>\n<ol>\n<li><a href=\"#definition\">Definition: What is the Customer Journey?<\/a><\/li>\n<li><a href=\"#phasen\">The 5 Phases of the Customer Journey<\/a><\/li>\n<li><a href=\"#mapping\">Customer Journey Mapping: Step by Step<\/a><\/li>\n<li><a href=\"#touchpoints\">Identify and Optimize Touchpoints<\/a><\/li>\n<li><a href=\"#kmu\">Customer Journey for SMEs<\/a><\/li>\n<li><a href=\"#digital\">Designing the Digital Customer Journey<\/a><\/li>\n<li><a href=\"#faq\">Frequently Asked Questions<\/a><\/li>\n<\/ol>\n<\/nav>\n<h2 id=\"definition\">Definition: What is the Customer Journey?<\/h2>\n<p>The customer journey describes the totality of all experiences and interactions a customer has with a company\u2014from first contact to well after the purchase. It encompasses all touchpoints where the customer comes into contact with the brand, product, or service. <\/p>\n<p>Customer journey mapping\u2014the visual representation of this journey\u2014is a central tool in <a href=\"https:\/\/pointofnew.at\/en\/glossary\/design-thinking\/\" style=\"color:#1a5276;text-decoration:none;\">design thinking<\/a>, <a href=\"https:\/\/pointofnew.at\/en\/glossary\/innovation-management\/\" style=\"color:#1a5276;text-decoration:none;\">innovation management<\/a>, and marketing. It helps companies adopt their customers&#8217; perspective, identify pain points, and uncover opportunities for improvement. <\/p>\n<p>Important: The customer journey is not linear. Customers jump between phases, use different channels in parallel, and are influenced by various factors. A good journey analysis takes this complexity into account.  <\/p>\n<h2 id=\"phasen\">The 5 Phases of the Customer Journey<\/h2>\n<h3>1. Awareness<\/h3>\n<p>The potential customer recognizes a problem or need and becomes aware of possible solutions. Touchpoints: search engines, social media, recommendations, <a href=\"https:\/\/pointofnew.at\/en\/glossary\/content-strategy\/\" style=\"color:#1a5276;text-decoration:none;\">content marketing<\/a>, events, PR. Visibility and relevant content are key here.  <\/p>\n<h3>2. Consideration<\/h3>\n<p>The customer actively researches and compares solution options. Touchpoints: website, blog, case studies, webinars, reviews, <a href=\"\/glossar\/generative-engine-optimization\/\" style=\"color:#1a5276;text-decoration:none;\">AI search engines<\/a>. Trust, expertise, and a clear <a href=\"https:\/\/pointofnew.at\/en\/glossary\/value-proposition\/\" style=\"color:#1a5276;text-decoration:none;\">value proposition<\/a> are key here.  <\/p>\n<h3>3. Decision<\/h3>\n<p>The customer selects a solution and makes the purchase decision. Touchpoints: proposal, consultation, demo, trial phase, <a href=\"https:\/\/pointofnew.at\/en\/glossary\/pricing-strategy\/\" style=\"color:#1a5276;text-decoration:none;\">price negotiation<\/a>. Trust, risk reduction, and clear next steps are key here.  <\/p>\n<h3>4. Purchase<\/h3>\n<p>The actual transaction and onboarding. Touchpoints: ordering process, contract signing, welcome sequence, training. Simplicity, quick value delivery, and a positive first experience are key here.  <\/p>\n<h3>5. Loyalty &amp; Advocacy<\/h3>\n<p>The customer uses the product long-term and becomes an advocate. Touchpoints: customer service, community, newsletter, upselling, referral programs. Customer success, relationship management, and continuous value creation are key here.  <\/p>\n<h2 id=\"mapping\">Customer Journey Mapping: Step by Step<\/h2>\n<ol>\n<li><strong>Define <a href=\"https:\/\/pointofnew.at\/en\/glossary\/buyer-persona\/\" style=\"color:#1a5276;text-decoration:none;\">persona<\/a>:<\/strong> For whom are you creating the journey map? Different customer segments have different journeys <\/li>\n<li><strong>Establish phases:<\/strong> Define the relevant phases for your context (e.g., the 5 phases above)<\/li>\n<li><strong>Collect touchpoints:<\/strong> Identify all touchpoints per phase\u2014online and offline<\/li>\n<li><strong>Document customer actions:<\/strong> What does the customer do in each phase? What questions do they have? <\/li>\n<li><strong>Capture emotions and pain points:<\/strong> Where is the customer frustrated, uncertain, or excited?<\/li>\n<li><strong>Identify moments of truth:<\/strong> Which touchpoints are critical for the purchase decision?<\/li>\n<li><strong>Prioritize improvements:<\/strong> Where is the greatest leverage for better customer experience and higher conversion?<\/li>\n<\/ol>\n<h2 id=\"touchpoints\">Identify and Optimize Touchpoints<\/h2>\n<p>Touchpoints can be divided into three categories:<\/p>\n<ul>\n<li><strong>Owned touchpoints:<\/strong> Your own website, blog, newsletter, social media profiles, customer service\u2014full control<\/li>\n<li><strong>Earned touchpoints:<\/strong> Reviews, PR, word-of-mouth, organic search results\u2014earned through quality<\/li>\n<li><strong>Paid touchpoints:<\/strong> Advertising, sponsored content, paid search results\u2014controlled through budget<\/li>\n<\/ul>\n<p>The most important touchpoints for B2B companies in the DACH region:<\/p>\n<ul>\n<li>Website and <a href=\"https:\/\/pointofnew.at\/en\/glossary\/content-strategy\/\" style=\"color:#1a5276;text-decoration:none;\">content<\/a> (blog, glossary, whitepapers)<\/li>\n<li>Search engines (SEO + <a href=\"\/glossar\/generative-engine-optimization\/\" style=\"color:#1a5276;text-decoration:none;\">GEO<\/a>)<\/li>\n<li>LinkedIn and professional communities<\/li>\n<li>Initial consultation and advisory<\/li>\n<li>References and case studies<\/li>\n<li>Proposal process and follow-up<\/li>\n<\/ul>\n<h2 id=\"kmu\">Customer Journey for SMEs<\/h2>\n<p>For <a href=\"https:\/\/pointofnew.at\/en\/glossary\/sme-digitization\/\" style=\"color:#1a5276;text-decoration:none;\">SMEs<\/a>, the customer journey is particularly important\u2014and often particularly underestimated:<\/p>\n<ul>\n<li><strong>Customer proximity as a superpower:<\/strong> SMEs often have more direct customer contact than corporations\u2014use this knowledge for better journey maps<\/li>\n<li><strong>Small changes, big impact:<\/strong> Often targeted improvements at 2-3 critical touchpoints are enough to significantly increase conversion and customer satisfaction<\/li>\n<li><strong>Digital first:<\/strong> Even in B2B, over 70% of all purchasing processes today begin with online research\u2014your digital presence is the first impression<\/li>\n<li><strong>Ensure consistency:<\/strong> The experience must be consistent across all touchpoints\u2014from the first blog post to the consultation<\/li>\n<li><strong>Journey as a team exercise:<\/strong> Create the customer journey map in a <a href=\"https:\/\/pointofnew.at\/en\/glossary\/innovation-workshop\/\" style=\"color:#1a5276;text-decoration:none;\">workshop<\/a> together with sales, marketing, and service<\/li>\n<\/ul>\n<h2 id=\"digital\">Designing the Digital Customer Journey<\/h2>\n<p><a href=\"https:\/\/pointofnew.at\/en\/glossary\/digital-transformation\/\" style=\"color:#1a5276;text-decoration:none;\">Digitalization<\/a> has fundamentally changed the customer journey:<\/p>\n<ul>\n<li><strong>Omnichannel:<\/strong> Customers expect seamless experiences across all channels\u2014online, offline, mobile<\/li>\n<li><strong>Personalization:<\/strong> <a href=\"https:\/\/pointofnew.at\/en\/glossary\/data-driven-business-models\/\" style=\"color:#1a5276;text-decoration:none;\">Data-driven<\/a> personalization of the journey based on behavior and preferences<\/li>\n<li><strong>Self-service:<\/strong> Customers increasingly want to research and decide independently\u2014provide the right content<\/li>\n<li><strong>AI touchpoints:<\/strong> <a href=\"https:\/\/pointofnew.at\/en\/glossary\/ai-powered-business-models\/\" style=\"color:#1a5276;text-decoration:none;\">AI-powered<\/a> chatbots, recommendation engines, and automated nurturing sequences<\/li>\n<li><strong>GEO optimization:<\/strong> AI search engines are becoming the new touchpoint\u2014<a href=\"\/glossar\/generative-engine-optimization\/\" style=\"color:#1a5276;text-decoration:none;\">Generative Engine Optimization<\/a> ensures visibility<\/li>\n<\/ul>\n<div class=\"glossary-cta\" style=\"background:linear-gradient(135deg,#1e3a5f,#2563eb);padding:32px;border-radius:12px;margin:32px 0;color:#fff;text-align:center;\">\n<h3 style=\"color:#fff;margin-top:0;\">Optimize customer journey?<\/h3>\n<p style=\"color:#f0f0f0;font-size:1.05em;\">We help you analyze your customer journey and improve it at the critical touchpoints.<\/p>\n<p><a href=\"https:\/\/pointofnew.at\/en\/business-model-innovation-services\/\" style=\"display:inline-block;background:#fff;color:#667eea;padding:14px 32px;border-radius:8px;text-decoration:none;font-weight:600;margin-top:8px;transition:transform 0.2s;\">Discover Our Services \u2192<\/a>\n<\/div>\n<div class=\"glossary-faq-accordion\" itemscope=\"\" itemtype=\"https:\/\/schema.org\/FAQPage\">\n<h2 id=\"faq\">Frequently Asked Questions (FAQ)<\/h2>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\"><span style=\"color:#666;font-size:0.8rem;\"><\/span> What is a Customer Journey, simply explained?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">The customer journey is the entire path a customer takes\u2014from the first moment they recognize a problem, through searching for solutions and making a purchase, to long-term use and recommendation. It encompasses all touchpoints with your company. <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\"><span style=\"color:#666;font-size:0.8rem;\"><\/span> How do I create a Customer Journey Map?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">Start with a specific buyer persona and define the phases of the customer journey (e.g., Awareness, Consideration, Decision, Purchase, Loyalty). For each phase, collect: touchpoints, customer actions, questions, emotions, and pain points. Most effective in a team workshop with sales, marketing, and service.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\"><span style=\"color:#666;font-size:0.8rem;\"><\/span> What is the difference between Customer Journey and Sales Funnel?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">The sales funnel views the process from the company&#8217;s perspective (qualifying and converting leads). The customer journey takes the customer&#8217;s perspective (experiences and needs in each phase). Both concepts complement each other: the customer journey helps make the sales funnel more customer-centric.  <\/p>\n<\/div>\n<\/details>\n<details itemscope=\"\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" style=\"background:#eaecee;border-radius:8px;margin-bottom:0.75rem;overflow:hidden;\">\n<summary itemprop=\"name\" style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;\"><span style=\"color:#666;font-size:0.8rem;\"><\/span> Why is the Customer Journey important for SMEs?<\/summary>\n<div itemscope=\"\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" style=\"padding:0 1.2rem 1rem;color:#2c3e50;\">\n<p itemprop=\"text\">SMEs increasingly compete with larger providers for the attention of the same target audience. A well-designed customer journey helps achieve maximum impact with limited resources\u2014through targeted improvements at critical touchpoints, better conversion rates, and stronger customer retention. <\/p>\n<\/div>\n<\/details>\n<details style=\"background:#eaecee;border-radius:8px;padding:0;margin-bottom:0.75rem;\">\n<summary style=\"padding:1rem 1.2rem;font-weight:600;cursor:pointer;color:#2c3e50;list-style:none;\">How often should I update my Customer Journey Map?<\/summary>\n<div style=\"padding:0 1.2rem 1rem 1.2rem;\">Review your Customer Journey Map at least quarterly and update it whenever you make significant product changes, enter new markets, or notice shifts in customer behavior. Customer expectations evolve rapidly, especially in digital contexts \u2013 what was a great experience six months ago may now be standard. Regular customer interviews and analytics reviews help keep your map current and actionable.<\/div>\n<\/details>\n<\/div>\n<h2>Related Terms<\/h2>\n<div style=\"display:flex;flex-wrap:wrap;gap:0.5rem;margin-top:0.5rem;\">\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/buyer-persona\/\">Buyer Persona<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/go-to-market-strategy\/\">Go-to-Market Strategy<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/target-audience-analysis\/\">Target Audience Analysis<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/design-thinking\/\">Design Thinking<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/value-proposition\/\">Value Proposition<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/content-strategy\/\">Content Strategy<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"\/glossar\/generative-engine-optimization\/\">Generative Engine Optimization<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/jobs-to-be-done-jtbd\/\">Jobs-to-be-Done<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"https:\/\/pointofnew.at\/en\/glossary\/brand-positioning\/\">Brand Positioning<\/a><br \/>\n<a style=\"display:inline-block;background:white;border:1px solid #d5d8dc;border-radius:20px;padding:0.4rem 1rem;margin:0.3rem;color:#1a5276;text-decoration:none;font-size:0.95em;\" href=\"\/glossar\/usp\/\">USP<\/a>\n<\/div>\n<h2>Further reading<\/h2>\n<div style=\"margin-top:0.5rem;\">\n<a href=\"https:\/\/pointofnew.at\/en\/innovation-process-the-5-phases-of-successful-innovation-in-companies\/\" style=\"color:#1a5276;text-decoration:none;\">Innovation Process: 5 Phases for Successful Innovation<\/a><br \/>\n<a href=\"https:\/\/pointofnew.at\/en\/business-model-canvas-guide-examples-and-practical-tips-for-smes\/\" style=\"color:#1a5276;text-decoration:none;\">Business Model Canvas: Guide &amp; Examples for SMEs<\/a><br \/>\n<a href=\"https:\/\/pointofnew.at\/en\/digital-transformation-in-smes-a-guide-for-smes-in-the-dach-region\/\" style=\"color:#1a5276;text-decoration:none;\">Digital Transformation for SMEs: A Guide<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways: The customer journey describes the entire path a customer takes from the initial awareness of a problem through to purchase and beyond. Understanding and strategically designing this journey&hellip;<\/p>\n","protected":false},"author":1,"featured_media":24529,"parent":25140,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-25630","page","type-page","status-publish","has-post-thumbnail","hentry"],"featured_image_src":"https:\/\/pointofnew.at\/wp-content\/uploads\/2025\/07\/Point-of-New-Business-Model-Innovation-Benedikt-Hasibeder-scaled.png","_links":{"self":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/comments?post=25630"}],"version-history":[{"count":10,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25630\/revisions"}],"predecessor-version":[{"id":28291,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25630\/revisions\/28291"}],"up":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/pages\/25140"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media\/24529"}],"wp:attachment":[{"href":"https:\/\/pointofnew.at\/en\/wp-json\/wp\/v2\/media?parent=25630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}