Journey mapping Definitions

  • C

    customer touch point

    A customer touch point is any direct or indirect contact a customer has with a brand. Customer touch points can occur within and outside of a brand’s control and may happen before, during or after the purchase of a brand’s product or service.

  • M

    moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.

  • P

    Product Qualified Lead (PQL)

    A product qualified lead (PQL) is an individual and business who has experienced value from using a product as a result of a free trial, use of a limited feature model, or other type of actual experience with the product.

  • S

    Salesforce Journey Builder

    Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for service industries that draws on the company's CRM software for sales professionals.

  • showrooming (reverse showrooming)

    Showrooming is the practice of examining a product in a brick-and-mortar store, then purchasing it online for a lower price.

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