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Customer journey mapping.

Cruickshank, Peter (2011) Customer journey mapping. Technical Report. Smart Cities Project.

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Abstract/Description

Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of customer insight and business process improvement and provides practical guidelines on how to make the most of CJM.

Item Type: Monograph (Technical Report)
ISBN: 9781907576201
Additional Information: Smart Cities Brief 12
Uncontrolled Keywords: Codesign; e-government; smart cities;
University Divisions/Research Centres: Edinburgh Napier University, Institute for Informatics and Digital Innovation
Dewey Decimal Subjects: 300 Social sciences > 350 Public administration & military science
Library of Congress Subjects: H Social Sciences > HT Communities. Classes. Races
Item ID: 5660
Depositing User: Computing Research
Date Deposited: 27 Sep 2012 11:56
Last Modified: 23 Sep 2015 12:09
URI: http://researchrepository.napier.ac.uk/id/eprint/5660

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