The topic for the team to dig into:
What are the communication channels best suited to the desired customer relationship for the project? These channels can be very varied depending on the project from a close relationship with the decision makers, in direct, to an “all-digital” or even “growth hacking” strategy.
If we often think of the first channel necessary to present our product or service, we must anticipate what other channels will be necessary throughout the use of the solution, from its purchase to its recommendation.
A tool for collaboration:
Selecting the right communication channels to develop for its customers implies first materializing the whole customer journey from the first contact with the solution, also called “awareness” to “loyalty”.
Then, on this timeline, it is necessary to be able to select the channels that are digital: therefore duplicable or “scalable”, and the physical channels, more qualitative but not scalable. Finally, it may be a good idea to represent all the channels that are essential to the project (in grey) and those that have already been developed and activated (in orange).