My goal for 2020 is to map all the processes in my company that affect the customer journey. The visible problem is that clients started complaining it takes too long we to deliver the service and my company can feel their impatience and outflow.
My company is at the stage where we don’t grow so fast in terms of new clients’ acquisition, so we need to focus on client preservation and clients coming back for our services.
Would you recommend where and how to start the project?
Are there any must-haves that I shouldn't miss; And any nice- to- haves?
Would you recommend how to structure my action plan and project manage it?
When mapping the processes affecting customer journeys, I would suggest spending time talking to your customers. Their sometimes frank feedback usually helps to highlight unexpected weak points in processes. At best, they could even offer interesting ideas for what and how to change. My experience is that customer journey mapping and subsequent tweaks to structure and employee procedures are key, but the quality of each touch-point with your customers has an even larger effect on customer satisfaction.
I would also recommend starting with mapping what all staff, directly or indirectly dealing with customers, thinks their job role is. Discrepancies are common, especially if this isn't discussed regularly and it can easily have a negative effect on customer journeys as they move through the pipeline funnel.
I hope that helps. Best of luck with your project.