Customer Journey Mapping Tools

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Learn More About Customer Journey Mapping Tools

What are Customer Journey Mapping Tools?


A critical part of forming a good marketing strategy is understanding where you fit in with your customers. Finding this clarity often requires examining customer behavior and identifying customer needs. Businesses and marketing teams use customer journey analytics tools to help generate the insights and data points necessary to develop a visual model called a customer journey map.


A customer journey map is an essential analytical tool for viewing customer interactions and trends over time. It is a research-based visual representation of the series of touchpoints that customers experience with your business. In some cases, these touchpoints might already be mapped out in the form of a customer feedback loop or survey. However, when you want to see how each interaction affects other interactions at every stage, it's important to have an accurate picture of the customer journey experience.


Companies use customer journey mapping tools to map out dynamic visualizations that examine the entire customer journey. These tools help identify customers’ pain points, where they are in their buying process--and where they should be. They make it possible to explore what customers think, feel, see, and hear as well as asking "What if?" questions about possible responses. This visual representation can provide insight into behavior trends and help teams create better, more customer-centric marketing strategies.


Customer journey maps can also be used for predictive and benchmarking purposes. They can help create a common understanding of how every customer should be treated across all channels of the company. Marketing teams can collaborate and identify where and how to improve the overall customer journey.


Customer journey mapping tools often have integrations with popular Customer Relationship Management (CRM) software and usability testing tools.


Customer Journey Mapping Tools Features


Most customer journey mapping tools will offer the following features:

  • Action management

  • Auto layout

  • Collaboration tools

  • Cross-platform support

  • Data import/export

  • Design tools

  • Integrations with third-party systems

  • Image editing

  • Prototyping solutions

  • Reporting

  • Service intelligence dashboard

  • Surveys and feedback

  • Templates

  • UX/UI guideline tools

  • Wireframing



Customer Journey Mapping Tools Comparison


There are many customer journey mapping tools to consider. When shopping for solutions, you’ll want to consider how easy it is to create and edit your maps. Tools should offer easy to understand design and sharing functionality.

Other key considerations include integration needs and any limitations of the tool. For example, will you need omnichannel data integration? And will you feel restricted if the product limits how many journeys and customer personas you can create?


Pricing Information


Cost can vary widely. Some vendors offer free starter plans or free trials, while others do not provide public pricing info. Paid plans range from $20/year per user to $500/month per feature. Most companies offer premium custom pricing plans.


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Frequently Asked Questions

What do Customer Journey Mapping Tools do?

Customer journey mapping tools allow users to create a visual representation of the entire customer journey. They help aggregate and represent key qualitative and quantitative insights about customer behavior and digital touchpoints.

What are the benefits of using Customer Journey Mapping Tools?

This type of software helps companies better understand their customer personas and pinpoint the different stages of the customer journey. By analyzing and then mapping out the customer journey, companies can identify common customer pain points and create better customer-centric experiences.

What are the best Customer Journey Mapping Tools?

The top-rated customer journey mapping tools include:

How much do Customer Journey Mapping Tools cost?

Pricing varies widely depending on the complexity of features you need. Some vendors provide free starter plans and free trials. Other options can cost up to $500/month per feature.