Journey management.

Manage the customer journey from anonymous prospect to loyal advocate.
 
 
The challenge
 

Meeting the needs of your customers every step of the way. 

Success in the experience business requires a seamless customer journey — regardless of the route your customers take. You need to coordinate marketing tactics to drive engagement throughout each phase. It can be difficult, costly, and complicated. It’s not uncommon to hear marketers like you say:
 
“I want to give customers the same experiences offline as they have online.”  
Disconnected experiences throughout the journey leave your customers scratching their heads. Cohesive customer journeys are all about making customers feel as if you know them — on any channel they use to engage with you.
 
“I need to reach my customers on mobile devices just as well as I do online.”
Your customers expect you to meet them wherever they are — which means mobile needs to be seamlessly incorporated into every customer journey. If you don’t deliver, they’ll find someone who will. 
 
“There should be a way to know the impact my content has.”
When you don’t deliver digital assets in a way that lets you track their performance, you can’t optimize your messages — or even the channels you use. The result, all too often, is inefficient ad spend and fewer conversions. 

There’s no substitute for customers who enjoy the journey.

Engaged customers are 5x more likely to buy from the same brand in the future.
 
Engaged customers are 5x more likely to buy from the same brand again.
Highly-engaged customers buy 90% more often.
 
Highly engaged customers buy 90% more often.
Highly-engaged customers buy 60% more per transaction.
 
Highly engaged customers buy 60% more per transaction.
Why Engaged Customers Are Your Best Customers: Facts & Figures on the Value of Engagement, Currents Blog by Rosetta, March 18, 2015
 
The solution

Let your customer choose a journey that’s as unique as they are.

 
Journey misjudgment vs. journey management.
Journey misjudgment is forcing customers into a web of disconnected experiences, with the result often being that they abandon the journey altogether. Inefficient marketing technologies, disparate data, and one-off campaigns fail to provide the experiences customers need to help them choose your products and services. 
 
 
vs.
Journey management means evolving to meet the needs of your customers — from anonymous prospect to loyal advocate. They make their own way and know you will meet them there. And because you can predict customer behavior for any audience segment, you also find more effective ways to influence each segment. 

Journey management = The ability to create engaging experiences at any point to increase revenue and loyalty, while improving operational marketing efficiency.

Journey management = the ability to create engaging experiences at any point to increase revenue and loyalty, while improving operational marketing efficiency.

Meet your customers where they are. With proactive journey management, your brand will:
LEARN more about audience behavior and interests.
LEARN
more about audience behavior and interests.
ENGAGE your customers at each step of the journey
ENGAGE
your customers at each step of the journey.
CREATE personalized cross-channel experiences in real-time.
CREATE
personalized cross-channel experiences in real time.
FOCUS on marketing instead of battling information silos.
FOCUS
on marketing instead of battling information silos.

Your customers are on the loose.

Learn how to address moments of opportunity in real time with Get Real.
 

The Adobe advantage

Enjoy the journey with Adobe.

Customers expect to be understood. Period. To stay competitive, your business must cater to their wants and needs on the channels they choose so they can enjoy the journey as much as the destination.
 
Adobe products help businesses like yours increase engagement, conversions, and loyalty at every stage of the customer journey. Robust content management capabilities let you create and share content across touchpoints, and personalization and testing tools help you drive conversions. Campaign tools let you map customer journeys and automate campaigns across online and offline channels. Programmatic ad delivery capabilities let you deliver the right content in the right places. And our analytic and audience management solutions give you deep insights into customer behavior and the ability to segment audiences for follow-up.

Our software can automate your processes for a customer experience that is engaging, contextual, and consistent across channels both online and off. With Adobe, interactions at every touchpoint can be relevant and timely — providing significant returns and more revenue opportunities for your brand.

Journey management with Adobe helps marketers:

Efficiently create, access, and optimize content across touchpoints.

 

Efficiently create and optimize content across touchpoints.

Automate campaigns across online and offline channels.

 

Automate campaigns across online and offline channels.

Test assets to gain insight on how customers interact with your brand.

 

Test assets to gain insight on how customers interact with your brand.

Increase conversion rates through programmatic delivery.

 

Increase conversion rates through programmatic delivery.

Customize follow-ups to re-target different customer segments.

 

Customize follow-ups to retarget different customer segments.

 

Customer story

Nissan
Meeting customer expectations at every turn.
When customers research cars online, Nissan is there to meet them. The company uses Adobe Experience Cloud to help customers make their own informed decisions. They manage their customer journey with real-time data to help deliver compelling, personalized experiences across all channels.

Mr. Moyuru Kudo

“Through digital marketing, we can gain a greater understanding of our customers’ needs and create a custom approach to reach them effectively.”

Mr. Moyuru Kudo
Head of Japan digital customer experience, Nissan Motor Co., Ltd.

With the unmatched journey management tools available from Adobe, Nissan was able to:

  • Increase email open and click rates by 200%
 
  • Improve conversion rates with optimized content
 
  • Reduce the sales cycle with more efficient communications
 
  • Use content analysis to better drive vehicle sales

Reach a new milestone in your journey management.

Smoothing the path for your customers is easier than you think. Pass a new milestone in your journey management process by choosing the right technology to understand what makes each customer unique. You can move from impersonal and disjointed marketing campaigns to initiatives that guide every customer toward conversion, no matter the touchpoint. Manage a journey that puts customer needs first, and you’ll provide the kind of value that leads to more customer advocates and more revenue for your brand.
You have a single view of your customers from integrated data sources.
You have a single view of your customers from integrated data sources.
You create seamless experiences across every channel, including mobile.
You create seamless experiences across every channel, including mobile.
You know which content is most effective for each customer audience.
You know which content is most effective for each customer audience.

Manage the journey with Adobe.

Create the experiences your customers want — and maximize the value you get in return.