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Build It Ship It

Category: customerjourney

The Best of 2016: The Top Six Posts from the Build It Ship It Blog

Posted on January 5, 2017May 22, 2018 By John

More companies are beginning to grasp that the customer experience (in and out of product) can make or break a business.  At the start of 2016,…

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Why Your Company Needs a “Journey Room”

Posted on December 17, 2016December 17, 2016 By John

A few years back, I was working at a mid-sized software company and part of a project team looking to overhaul our pricing and packaging.…

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User Experience, Customer Experience

Posted on November 9, 2016 By John

My wife and I are shopping for a new car. We research different makes and models from friends, family and the internet of course. There…

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The 40 Critical Touchpoints to Map in the B2B Customer Journey

Posted on August 2, 2016September 7, 2016 By John

As many of you know, I’m a huge advocate of customer journey mapping.  Customer journey mapping can create a lot of goodness for your organization,…

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Who Really Owns the Customer Journey?

Posted on July 13, 2016September 28, 2016 By John

The beauty of a customer journey map is that it’s holistic and is relevant to so many departments and groups. Marketing – by and large…

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Cutting Corners in the Customer Journey

Posted on April 18, 2016September 26, 2016 By John

I was thinking about the Boston Marathon today because today is the day of the Boston Marathon. I always have a couple of thoughts: For…

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Five Teams Who Can Increase Performance (and Revenue) through Customer Journey Mapping

Posted on April 15, 2016September 26, 2016 By John

Customer journey mapping – when done correctly – provides us with a clear and candid reflection of each customer’s unique experience interacting with your product,…

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Our Customers Deserve Better: Introducing a New Approach to Mapping the Customer Journey

Posted on April 7, 2016September 10, 2016 By John

This is a call to action.  This is a rallying cry for customer-facing folks to adopt a new approach to mapping the customer journey. Some…

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Exploring the Relationship Between Lifetime Value and the Customer Journey

Posted on March 10, 2016September 26, 2016 By John

Is it possible to have bad customers? Kinda, maybe, maybe not. Is it possible to have good customers? Well, of course. A good customer can…

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Is Your Customer Journey Map Unnecessarily Complicated?

Posted on February 24, 2016September 26, 2016 By John

Rube Goldbergs complicated systems of chain reaction machines, built to perform a simple task were essentially comic strips. Why? The technology built to achieve a…

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About Me

Hey.  I’m John and this is where I share thoughts on product management.

Several years ago, I found my calling in Product Management, including building/launching products and developing product teams.  I’ve worked some pretty neat tech companies like Intuit, Validity, Virgin Pulse and Dun & Bradstreet.

Thanks for visiting!  And I’d love to connect too.  Shoot me an email or find me on LinkedIn.

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