customer-journey-mapping 标准
Map customer journeys from awareness to advocacy. Visualize touchpoints, identify drop-off points, analyze channel interactions, and optimize the end-to-end experience. Use when the user asks about customer journey, funnel mapping, touchpoint analysis, or experience optimization.
安装方式
cp -r skills/customer-journey-mapping ~/.claude/skills/customer-journey-mapping把该 skill 目录放进客户端 skills 目录。不同客户端的目录可能不同，Claude Code 默认是 ~/.claude/skills/
https://raw.githubusercontent.com/thatrebeccarae/claude-marketing/a8a63ec1341f05ec9c1e9cb52b4edeb14e3bdcba/skills/customer-journey-mapping/SKILL.md下载后另存为 ~/.claude/skills/customer-journey-mapping/SKILL.md。链接锁定采集时的 commit，内容与本站展示一致。
整仓一次性获取：git clone --depth 1 https://github.com/thatrebeccarae/claude-marketing.git
依赖与权限
- 无需 API Key
- 需要联网访问外部服务
- 依赖外部命令：
git - 以上为按正文与 frontmatter 自动推断的信号，仅供参考；安装前建议先阅读原文。
触发场景
funnel mappingtouchpoint analysisexperience o
SKILL.md 正文
Customer Journey Mapping
Map, analyze, and optimize the full customer journey from first touch to advocacy.
Install
git clone https://github.com/thatrebeccarae/claude-marketing.git && cp -r claude-marketing/skills/customer-journey-mapping ~/.claude/skills/Journey Stages
| Stage | Customer Goal | Key Channels | Metrics |
|---|---|---|---|
| Awareness | Discover a solution exists | SEO, social, ads, PR, referral | Impressions, reach, brand searches |
| Consideration | Evaluate options | Blog, reviews, comparison, webinar | Time on site, pages/session, content downloads |
| Decision | Choose and purchase | Pricing page, demo, trial, sales | Conversion rate, CAC, time to close |
| Onboarding | Get initial value | Welcome email, docs, setup wizard | Activation rate, time to value, support tickets |
| Retention | Continue getting value | Product, email, success team | NRR, usage frequency, NPS |
| Advocacy | Recommend to others | Referral, review, community | NPS, referral rate, review count |
Journey Map Template
For each stage, document:
### [Stage Name]
**Customer goal:** What are they trying to accomplish?
**Emotional state:** How do they feel? (confident, anxious, frustrated, delighted)
**Touchpoints:**
- [Channel 1]: [Specific interaction]
- [Channel 2]: [Specific interaction]
**Pain points:**
- [What causes friction or frustration]
**Opportunities:**
- [How to improve the experience]
**Key metric:** [Primary measurement]
**Drop-off risk:** [What causes people to leave at this stage]Touchpoint Inventory
Common B2B SaaS Touchpoints
| Stage | Touchpoint | Owner |
|---|---|---|
| Awareness | Google search result | SEO/Content |
| Awareness | LinkedIn ad | Paid Media |
| Awareness | Blog post | Content |
| Consideration | Product page | Marketing |
| Consideration | Case study | Marketing |
| Consideration | Demo request form | Marketing |
| Decision | Sales demo | Sales |
| Decision | Pricing page | Product/Marketing |
| Decision | Proposal/contract | Sales |
| Onboarding | Welcome email sequence | CRM/CS |
| Onboarding | Setup wizard | Product |
| Onboarding | First value moment | Product |
| Retention | Feature adoption email | Product/CRM |
| Retention | QBR/check-in | CS |
| Retention | Product updates | Product |
| Advocacy | NPS survey | CS |
| Advocacy | Referral program | Growth |
| Advocacy | Case study request | Marketing |
Drop-Off Analysis
Identifying Drop-Offs
- Quantitative: GA4 funnel reports, cohort analysis, conversion tracking
- Qualitative: Session recordings, user interviews, support ticket themes
- Survey: Post-interaction surveys at each stage transition
Common Drop-Off Points
| Transition | Drop-Off Cause | Fix |
|---|---|---|
| Awareness → Consideration | Irrelevant content, slow site | Better targeting, speed optimization |
| Consideration → Decision | No social proof, unclear pricing | Add reviews, transparent pricing |
| Decision → Onboarding | Complex signup, payment friction | Simplify form, offer trial |
| Onboarding → Retention | No clear first value, poor UX | Guided setup, time-to-value focus |
| Retention → Advocacy | No program, not asked | Referral program, NPS follow-up |
Persona-Based Journeys
Different personas take different paths. Create journey variants for:
- By role: Technical evaluator vs executive buyer vs end user
- By company size: SMB (self-serve) vs enterprise (sales-assisted)
- By intent: Problem-aware vs solution-aware vs product-aware
- By channel: Inbound (SEO/content) vs outbound (sales/ads)
Integration with Other Skills
- google-analytics — Pull funnel data and conversion paths
- cro-auditor — Deep-dive on high-drop-off pages
- retention-churn-prevention — Retention and advocacy stage optimization
- icp-research — Define personas for journey variants
质量与来源
- 所属仓库
- thatrebeccarae/claude-marketing
- 仓库星标
- 163
- 最近更新
- 5 个月前
- 采集时间
- 今天
- commit
- a8a63ec1341f
- 内容指纹
- sha256:1e05f6e2cc211ba
- 文件路径
- skills/customer-journey-mapping/SKILL.md
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