A Study on Creating a Comprehensive Customer ...

A Study on Creating a Comprehensive Customer Journey Mapping in Real Estate with Reference to Urbanrise

Author Name : Pratheesh B, Dr. M. Raja

ABSTRACT A customer journey map is a visual storyline of every engagement a customer has with a product, service, or brand. The customer journey mapping process puts the organization directly in the consumer’s mind to better understand the customer’s processes, needs, and perceptions.This study delves into the customer journey mapping process for Urbanrise, a prominent real estate company, with the aim of enhancing customer experience and satisfaction. Through a structured approach, the study comprehensively maps out the entire customer journey from initial inquiry to post-sale support, analysing the contribution of various sales channels and evaluating satisfaction levels at different stages. Utilizing qualitative and quantitative research methods, key touch points for optimizing the customer journey are identified, providing actionable insights for Urbanrise to streamline processes, improve communication, and ultimately foster customer loyalty. The findings of this study offer valuable guidance for Urbanrise in enhancing their customer-centric approach and driving business success in the competitive real estate market.