Creating an Action Plan for a Customer Journey
Following the identification of possible improvements to a customer journey, it is possible to create an action plan from a touchpoint.
An action plan comprises a series of actions, its objective being to reduce risks and events that have a negative impact on company activities.To create an action plan from a customer journey touchpoint:
1. Click the Steps tab to access the list of steps in the customer journey.
2. Select the step that you want to connect to an action plan and click in the Action Plan column.
The list of action plans connected to the mapping of the customer journey is displayed.
3. Select the action plan that you want to connect to the step.
To create an action plan, enter its name. The new action plan appears in the list.The action plans selected appear in the swimlane of the step.
The list of action plans of a customer journey is accessed from the Characteristics properties page, in the Action plan section.For more information on use of action plans, see Using Action Plans.