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?