Here's how you can craft personalized customer journey maps in CRM using creativity.

Touchpoints are so versatile, it can be hard to identify all of them. In addition, one should not forget to (conceptually) include the offline touchpoints. They will have an impact on your (digital) customer journey.

Gather Comprehensive Customer Data , Develop Detailed Customer Personas , Map the Customer Journey , Infuse Creativity into Each Touchpoint , Enhance Engagement with Technology , Create Memorable Moments Creative Examples of Personalized Customer Journeys Interactive Onboarding: For new customers, create an interactive onboarding experience that includes personalized welcome emails, tutorial videos, and gamified learning modules. Loyalty Programs: Develop a creative loyalty program where customers earn points for various interactions and can redeem them for personalized rewards. Customer Stories: Feature customer stories and testimonials in your marketing materials, making your customers feel valued and part of a community.

A few months ago, I had to train the entire sales team of a company in Spain on the functionalities of Salesforce Maps. The team's performance has been incredible after learning about and using this tool.

Understanding motivations in CRM using creativity involves exploring diverse customer perspectives, empathizing deeply with their needs and desires, and creatively devising personalized solutions and experiences that resonate with them on emotional and practical levels.

In my opinion, it is indispensable to understand the motivation of your clients. This is not limited to why they are going to buy but to understand what information they desire within their information gathering process (aka your marketing & sales process).

Segmenting audiences in CRM using creativity involves identifying unique characteristics, behaviors, and preferences of customers, and creatively categorizing them into distinct segments based on psychographics, buying behaviors, interests, and engagement levels to tailor personalized marketing and service strategies.

Mapping creative content in CRM involves strategically aligning content ideas with customer journey stages, using creative approaches like storytelling, visuals, and interactive elements to engage and guide customers through their buying process, ultimately fostering stronger relationships and driving conversions.

I do not agree that creative content is important, in general. It may be important for some industries or specific personas. However, the right content at the right time is still the most important. It should be visualised appealingly but I do not see a general need for very creative content within your customer journey.

I recommend using automation to the fullest to replace repetitive tasks, but not to overuse automation in customer contact. After all, relationships need to be social.

Leveraging automation in CRM creatively involves using tools like workflow automation, AI-driven insights, and personalized messaging to streamline repetitive tasks, enhance customer interactions, and deliver timely and relevant communications, ultimately improving efficiency and customer satisfaction.