Creating a Customer Ecosystem Map

Customer Ecosystem MapCustomer Ecosystem Maps are the inside-out complements to Customer Journey Maps.  These maps are created by internal teams, and document the actions, people and systems that enable the customer experience.  They are a great way to bring teams together to create a shared view on friction points, and to create alignment on what needs to be solved.  I recently trained a company’s customer experience teams on this process.  This becomes a great way to get departments to work together, and I am excited to see their results.

Rather than trying to communicate it through text, I have created a Slideshare to walk through the steps. It is best viewed in full-screen, as the maps get somewhat complex. Enjoy, and let me know your experience with this process!

Jim

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  1. […] A workshop where you bring members together to lay out the customer journey, often involving the people and systems that impact that customer journey. These workshops are also called Customer Ecosystem Map workshops, and I put together a SlideShare on the topic here. […]

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