Customer Journey Mastery: Map, Measure, and Monetize Every Touchpoint
A practical playbook for mapping the real customer journey, optimizing every stage from awareness to advocacy, and turning every touchpoint into measurable revenue. Includes journey templates, metric glossary, and a tool stack guide.
RM 39.90
166 pages · PDF · English
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What's inside
Journey mapping done properly: current-state versus future-state maps, empathy mapping, personas, and the five stages from awareness through to advocacy. It spends its opening on why a journey is not a funnel and not your sales process, which is where most maps go wrong before they are drawn.
- Journey versus funnel, and why the distinction changes the map
- Current-state and future-state mapping, with tools and templates
- The emotional journey alongside the transactional one
- B2B and B2C differences handled separately
Who it's for
Marketing, product and CX teams who need one shared picture of how customers actually move, in B2B or B2C.
Book details
- Length
- 166 pages
- Format
- Download
- 3 MB
- Language
- English
- Author
- Rokiah & Dol
- Published
- 23 May 2026
