# Customer Journey Map Template, Free to Fill In Source: https://nerix.ai/templates/customer-journey-map Map each step a customer takes with you, what they do and feel, where it goes wrong and what to fix first. ## Fill it in and preview You are signed in. Fill it in your workspace and it is kept as a document you can send, share and have signed. [Open in your workspace](https://app.nerix.ai/documents/templates/customer-journey-map) ### Customer journey map **Business:** Brightwater Analytics **Customer type:** Store operations manager at a regional shop chain **Goal:** Find a tool that predicts stock needs and get it running before the busy season **Made by:** Lena Ortiz, with Sales and Support **Date:** 8 September 2030 ## 1. Where this comes from 12 customer interviews, 40 survey replies and support tickets from the last 6 months ## 2. Stages Awareness Considering options Buying Setting up Using it Renewing or leaving ## 3. What the customer does | Stage | What they do | | Awareness | Sees a post, asks a colleague | | Considering options | Compares 3 tools, reads reviews, asks for a demo | | Buying | Gets approval, signs, pays | ## 4. What the customer thinks and feels | Stage | Feeling | | Considering options | Unsure, worried about cost | | Setting up | Frustrated by data import | | Using it | Pleased with the first forecast | ## 5. Where they meet us Website, demo call, contract email, onboarding call, help centre, account manager ## 6. Pain points Pricing is hard to find. Data import takes 2 weeks. Nobody calls after set-up. ## 7. Best moments The first forecast report. The onboarding call. ## 8. Improvements | Improvement | Owner | Date | | 1. Put prices on the website | Marketing | 30 September | | 2. Offer an import helper | Support | 15 November | | 3. Call every new customer after 30 days | Account team | 1 October | ## 9. How we will measure it Time to first forecast under 7 days. Customer score after set-up above 8 out of 10. Templates are a careful starting point, not legal advice. Where the law matters, check what applies where you are. Sales and marketing ## What this template is for A customer journey map to follow a customer from first hearing of you to buying and coming back: steps, actions, feelings, pain points and fixes. Word or PDF. It is free to fill in online, needs no account, and downloads as a Word document or a PDF. [See all Sales and marketing templates](https://nerix.ai/templates/sales-marketing) Sales and marketing ## What you fill in The form asks for 14 details. The document fills itself in as you type. - ### Business or product For example: Brightwater Analytics - ### Customer type For example: Store operations manager at a regional shop chain - ### What the customer wants to do For example: Find a tool that predicts stock needs and get it running before the busy season - ### Map made by For example: Lena Ortiz, with Sales and Support - ### Date For example: 8 September 2030 - ### Where this comes from Real customer facts make a map useful. For example: 12 customer interviews, 40 survey replies and support tickets from the last 6 months - ### Stages of the journey One stage per line, in order. For example: Awareness Considering options Buying Setting up Using it Renewing or leaving - ### What the customer does at each stage One row for each stage. For example: Awareness | Sees a post, asks a colleague Considering options | Compares 3 tools, reads reviews, asks for a demo Buying | Gets approval, signs, pays - ### What the customer thinks and feels One row for each stage. For example: Considering options | Unsure, worried about cost Setting up | Frustrated by data import Using it | Pleased with the first forecast - ### Where they meet us Every point of contact. For example: Website, demo call, contract email, onboarding call, help centre, account manager - ### Pain points What goes wrong or feels hard. For example: Pricing is hard to find. Data import takes 2 weeks. Nobody calls after set-up. - ### Best moments to build on (optional) optional For example: The first forecast report. The onboarding call. - ### Improvements, in order of priority One row for each improvement, most important first. For example: 1. Put prices on the website | Marketing | 30 September 2. Offer an import helper | Support | 15 November 3. Call every new customer after 30 days | Account team | 1 October - ### How we will know it improved (optional) optional For example: Time to first forecast under 7 days. Customer score after set-up above 8 out of 10. Sales and marketing ## What is inside The parts of this document, in order. - 1 1. Where this comes from - 2 2. Stages - 3 3. What the customer does - 4 4. What the customer thinks and feels - 5 5. Where they meet us - 6 6. Pain points - 7 7. Best moments - 8 8. Improvements - 9 9. How we will measure it Templates ## How it works - 01 ### Fill in Type your details in the form. The document fills itself in as you type; click any gap to jump to its field. - 02 ### Check Read it through. Gaps you have not filled stay marked, so nothing goes out half done. - 03 ### Download Save it as a Word document to edit further, or as a PDF to send or print. ### Make it yours with AI Open it in the chat and ask for changes: shorter, firmer, another situation, another language. [Adapt it with nerix](https://nerix.ai/try?template=customer-journey-map) ### Was this template helpful? Sales and marketing ## Questions people ask ### What details does this template ask for? The form asks for 14 details, starting with Business or product, Customer type, What the customer wants to do, Map made by, Date. 2 more are optional. ### Can I download this template as Word or PDF? Yes. When you have filled in the form, save it as a Word document to keep editing, or as a PDF to send or print. It is free and needs no account. ### Is what I type sent anywhere? No. What you type stays in your browser while you fill in the document. It only goes to nerix if you choose to open the template in the chat. ### Are these marketing templates free? Most are. Fill in and download them for free as Word or PDF, with no account. A few longer documents are premium: free to fill in, paid once to download, and marked with their price. ### Do I need a customer's permission for a case study? Yes. Get the customer's written approval of the text, the quotes and any logo before you publish. The case study template has a field for it. ### Can nerix improve the wording? Yes. Open the template in the nerix chat and ask for a shorter, warmer or more formal version, then check every fact before you publish. Templates ## More in Sales and marketing - [Brand guidelines summary Put your brand rules on one page: voice, logo, colours, fonts, images and what not to do. Sales and marketing](https://nerix.ai/templates/brand-guidelines-summary) - [Campaign performance report Report how a marketing campaign did against its goals, what it cost and what to do next. Sales and marketing](https://nerix.ai/templates/campaign-performance-report) - [Competitor analysis Compare your main competitors on offer, price, customers and strengths, then decide where you can win. 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Sales and marketing](https://nerix.ai/templates/customer-churn-review) [See all Sales and marketing templates](https://nerix.ai/templates/sales-marketing) Templates ## More kinds of documents Every category has its own page, so you can see all of its templates at once. ## Use it in nerix ### Use it in nerix - [Templates](https://nerix.ai/product/templates) - [Long documents](https://nerix.ai/product/long-documents) ### Learn more - [How to Make a Document From a Template](https://nerix.ai/help/make-a-document-from-a-template) - [Sales and marketing](https://nerix.ai/templates/sales-marketing)