---
title: "Bismart Training: Customer Journey"
description: The Customer Journey is essential to get to know the customer better. Customer centricity is the first step.
---

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# [Bismart Training: Customer Journey](https://blog.bismart.com/en/bismart-training-customer-journey)

 Written by [Maria Gorini](https://blog.bismart.com/en/author/maria-gorini) | Mar 30, 2020 10:00:00 PM

Today, many companies are showing great interest in putting the **customer at the centre** and knowing **how they behave**, how they express their **needs** and what those needs are when it comes to buying in order to understand them better and be able to offer them **value proposals** that stand out from the competition.

To achieve this, we use the customer journey, which allows us to **analyse the entire journey** made by the customer from the moment a **need related to our products** arises until its **purchase**, at which point the customer comes into contact with the product. In this way we can understand what **the key points of that journey** are and we can optimize our actions. You will find the detailed explanation in the following video:

This video is part of a set of short webinars on the customer journey. Subscribe to our blog and [YouTube channel](https://www.youtube.com/channel/UCtwmfFC_ZS9nBxJ3RbQ-p3g?view_as=subscriber) to receive the next ones.

Putting the customer at the center of business decisions has several benefits, in addition to being the cornerstone of the **customer journey** process.

If customers are not at the center, it is very difficult for us to understand who they are, what they want and when and how they want it. A strategy based on customer centricity allows us to discover what matters most to our customers, which will serve as a basis for **taking actions** that differentiate us from our competitors.

Knowing the customer does not mean carrying out sporadic surveys. Companies must **gather CRM data** along with **data from social networks**, **IoT data**, **purchase analysis**, etc. and, above all, continue to **build relationships** with customers to understand what they care about and how organizations can react and **deliver more value**.

"When companies relate to and respond to customer service requests through social networks, those customers end up spending 20% to 40% more money in the company." (Bain & Company). Being able to provide quality support in real time will leave not only satisfied customers, but also **brand advocates**, which will encourage differentiation.

[View full post](https://blog.bismart.com/en/bismart-training-customer-journey)

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