{"id":789720,"date":"2022-05-12T13:46:28","date_gmt":"2022-05-12T20:46:28","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%8b%e3%83%bc%e3%82%a2%e3%83%8a%e3%83%aa%e3%83%86%e3%82%a3%e3%82%af%e3%82%b9%ef%bc%9a%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e\/"},"modified":"2022-05-12T13:46:28","modified_gmt":"2022-05-12T13:46:28","slug":"%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%8b%e3%83%bc%e3%82%a2%e3%83%8a%e3%83%aa%e3%83%86%e3%82%a3%e3%82%af%e3%82%b9%ef%bc%9a%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/ja\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b8%e3%83%a3%e3%83%bc%e3%83%8b%e3%83%bc%e3%82%a2%e3%83%8a%e3%83%aa%e3%83%86%e3%82%a3%e3%82%af%e3%82%b9%ef%bc%9a%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e\/","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\uff1a\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3068\u306f\u4f55\u304b\u3001\u306a\u305c\u91cd\u8981\u304b"},"content":{"rendered":"<p>\u3053\u308c\u307e\u3067\u306e\u30a8\u30f3\u30c8\u30ea\u30fc\u3067\u3001\u81ea\u793e\u306e<a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092<\/a>\u30de\u30c3\u30d7\u5316\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3054\u7d39\u4ecb\u3057\u3066\u304d\u307e\u3057\u305f\u3002 \u3053\u306e\u8a18\u4e8b\u3067\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u304c\u3001\u8907\u6570\u306e\u30d3\u30b8\u30cd\u30b9\u30d7\u30ed\u30bb\u30b9\u306e\u5206\u6790\u3001\u30ec\u30d3\u30e5\u30fc\u3001\u6539\u5584\u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3059\u308b\u305f\u3081\u306e\u304b\u306a\u308a\u306e\u30ea\u30bd\u30fc\u30b9\u306b\u306a\u308b\u3053\u3068\u3092\u53d6\u308a\u4e0a\u3052\u307e\u3059\u3002<\/p>\n<p><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u304a\u3051\u308b\u30da\u30a4\u30f3\u30dd\u30a4\u30f3\u30c8\u306e\u7279\u5b9a\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u3001\u9867\u5ba2\u884c\u52d5\u306e\u7406\u89e3\u306b\u3088\u308a\u3001\u30d3\u30b8\u30cd\u30b9\u30aa\u30fc\u30ca\u30fc\u306f\u53ce\u76ca\u6210\u9577\u3092\u4fc3\u9032\u3057\u3001\u3059\u3079\u3066\u306e\u52aa\u529b\u304c\u7121\u99c4\u306b\u306a\u3089\u306a\u3044\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u3057\u304b\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3068\u306f\u4e00\u4f53\u4f55\u306a\u306e\u3067\u3057\u3087\u3046\u304b\uff1f \u3082\u3063\u3068\u8a73\u3057\u304f\u77e5\u308a\u305f\u3044\u65b9\u306f\u3001\u8aad\u307f\u9032\u3081\u3066\u304f\u3060\u3055\u3044\u3002<\/span><\/p>\n<div class=\"tags-wrap\">\n<p class=\"content-index\" style=\"margin-top: 0;\">\u30b3\u30f3\u30c6\u30f3\u30c4\u30a4\u30f3\u30c7\u30c3\u30af\u30b9<\/p>\n<ol style=\"font-weight: 400; margin: 0 30px; line-height: 22px;\">\n<li><a href=\"#Customer_Journey_Analytics_Definition\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u306e\u5b9a\u7fa9<\/a><\/li>\n<li><a href=\"#Why_is_it_important\">\u306a\u305c\u91cd\u8981\u306a\u306e\u304b<\/a><\/li>\n<li><a href=\"#Customer_Journey_Analytics_Value\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u306e\u4fa1\u5024<\/a><\/li>\n<li><a href=\"#Customer_Journey_Analytics_Example\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u306e\u4f8b<\/a><\/li>\n<li><a href=\"#Customer_Journey_Analytics_vs_Customer_Journey_Mapping\"> \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u6bd4\u8f03<\/a><\/li>\n<li><a href=\"#Things_to_keep_in_mind\">\u6c17\u3092\u3064\u3051\u308b\u3079\u304d\u3053\u3068<\/a><\/li>\n<li><a href=\"#Conclusion\">\u7d50\u8ad6<\/a><\/li>\n<\/ol>\n<\/div>\n<h2 id=\"Customer_Journey_Analytics_Definition\"><b>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3068\u306f\uff1f<\/b><\/h2>\n<p><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\uff08CJA\uff09\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u3042\u3089\u3086\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3044\u3066\u3001\u9867\u5ba2\u3068\u4f01\u696d\u3068\u306e\u95a2\u308f\u308a\u65b9\u3092\u5206\u6790\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u3067\u3042\u308a\u3001\u3055\u307e\u3056\u307e\u306a\u30c1\u30e3\u30cd\u30eb\u3092\u542b\u3093\u3067\u3044\u307e\u3059\u3002 <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\"><br \/>\n  <span style=\"font-weight: 300;\">\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8<\/span><br \/>\n<\/a><span style=\"font-weight: 300;\">\u9867\u5ba2\u3068\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u76f8\u4e92\u4f5c\u7528\u306e<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u3064\u307e\u308a\u3001CJA\u3068\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u304c\u30d3\u30b8\u30cd\u30b9\u306e\u53ce\u76ca\u62e1\u5927\u306b\u3069\u306e\u3088\u3046\u306b\u52b9\u679c\u7684\u306b\u767a\u8a00\u3057\u3066\u3044\u308b\u304b\u3092\u6df1\u304f\u6d1e\u5bdf\u3059\u308b\u305f\u3081\u306e\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u30a2\u30d7\u30ed\u30fc\u30c1\u306a\u306e\u3067\u3059\u3002 CJA\u3092\u4f7f\u3048\u3070\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u52b9\u679c\u3092\u6e2c\u5b9a\u3057\u3001\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<h2 id=\"Why_is_it_important\">\u306a\u305c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u304cCX\u306b\u91cd\u8981\u306a\u306e\u3067\u3057\u3087\u3046\u304b\uff1f<\/h2>\n<p><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u3067\u306f\u3001\u9867\u5ba2\u304c\u3069\u306e\u3088\u3046\u306a\u7d4c\u8def\u3092\u9078\u3093\u3067\u63a5\u89e6\u3057\u3001\u3069\u306e\u3088\u3046\u306b\u30ca\u30d3\u30b2\u30fc\u30c8\u3059\u308b\u304b\u304c\u91cd\u8981\u3067\u3042\u308a\u3001\u9867\u5ba2\u306e\u30bf\u30a4\u30d7\u3084\u5bfe\u8a71\u306e\u65b9\u6cd5\u3068\u3044\u30462\u3064\u306e\u5909\u6570\u306b\u5fdc\u3058\u3066\u3069\u306e\u30c1\u30e3\u30cd\u30eb\u304c\u4f7f\u7528\u3055\u308c\u308b\u304b\u3092\u7279\u5b9a\u3059\u308b\u3053\u3068\u3082\u540c\u69d8\u306b\u91cd\u8981\u3067\u3042\u308b\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u4e00\u822c\u7684\u306bCJA\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u306e\u5206\u6790\u3001\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c6\u30fc\u30b7\u30e7\u30f3\u3001\u4e88\u6e2c\u5206\u6790\u306a\u3069\u3001\u9ad8\u5ea6\u306a\u5206\u6790\u306e\u30c4\u30fc\u30eb\u30dc\u30c3\u30af\u30b9\u30bb\u30c3\u30c8\u3092\u5099\u3048\u3066\u3044\u307e\u3059\u3002 CJA\u3092CX\u30d7\u30ed\u30b0\u30e9\u30e0\u306b\u7d44\u307f\u8fbc\u3080\u76ee\u7684\u306f\u3001\u76f8\u624b\u306e\u30dc\u30c8\u30e0\u30e9\u30a4\u30f3\u306b\u76f4\u63a5\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u5b9f\u7528\u7684\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u3067\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u512a\u308c\u305fCJA\u30d7\u30ed\u30b0\u30e9\u30e0\u306f\u3001\u6700\u65b0\u306e\u30c7\u30fc\u30bf\u3067\u7d99\u7d9a\u7684\u306b\uff08\u307b\u307c\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u307e\u305f\u306f\u5c11\u306a\u304f\u3068\u3082\u6bce\u65e5\uff09\u66f4\u65b0\u3055\u308c\u3001\u904e\u53bb\u306e\u767a\u898b\u3092\u7d99\u7d9a\u7684\u306b\u691c\u8a3c\u3057\u3001\u30c0\u30a4\u30ca\u30df\u30c3\u30af\u306a\u30d3\u30b8\u30cd\u30b9\u306e\u610f\u601d\u6c7a\u5b9a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/span><\/p>\n<h2 id=\"Customer_Journey_Analytics_Value\"><b>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u4fa1\u5024<\/b><\/h2>\n<p><span style=\"font-weight: 300;\">\u3068\u624b\u3092\u53d6\u308a\u5408\u3063\u3066 <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><br \/>\n  <span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9<\/span><br \/>\n<\/a><span style=\"font-weight: 300;\">\u3053\u306e\u6570\u5e74\u3001\u4f01\u696d\u306e\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u300d\u306b\u5bfe\u3059\u308b\u95a2\u5fc3\u306f\u8457\u3057\u304f\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u3002 \u3059\u3067\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u5206\u6790\u3059\u308b\u90e8\u9580\u5225\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u8a3a\u65ad\u30fb\u5bfe\u7b56\u30c4\u30fc\u30eb\u3068\u3057\u3066\u6d3b\u7528\u3057\u3066\u3044\u308b\u4f01\u696d\u3082\u5897\u3048\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u524d\u8ff0\u306e\u3088\u3046\u306b\u3001\u30e6\u30fc\u30b6\u30fc\u304c\u30d6\u30e9\u30f3\u30c9\u3084\u5546\u54c1\u3068\u3069\u306e\u3088\u3046\u306b\u95a2\u308f\u3063\u3066\u3044\u308b\u304b\u3092\u8ffd\u8de1\u30fb\u5206\u6790\u3059\u308b\u30d7\u30ed\u30bb\u30b9\u5168\u4f53\u3092\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5206\u6790\u3068\u547c\u3073\u307e\u3059\u3002 \u305d\u306e\u305f\u3081\u306b\u306f\u3001\u304a\u5ba2\u69d8\u304c\u4f01\u696d\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306b\u9078\u3076\u30c1\u30e3\u30cd\u30eb\u3084\u305d\u306e\u4e2d\u3067\u306e\u52d5\u304d\u3001\u8cb4\u91cd\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3084\u305d\u306e\u904e\u7a0b\u3067\u76f4\u9762\u3059\u308b\u5171\u901a\u306e\u554f\u984c\u306e\u767a\u898b\u306a\u3069\u3001\u3042\u3089\u3086\u308b\u3053\u3068\u3092\u5206\u6790\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<h2>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u306e\u30e1\u30ea\u30c3\u30c8<\/h2>\n<h4><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3092\u81ea\u793e\u3067\u6d3b\u7528\u3059\u308b\u3053\u3068\u3092\u304a\u52e7\u3081\u3057\u307e\u3059\u3002 CJA\u3092CX\u30d7\u30ed\u30b0\u30e9\u30e0\u6226\u7565\u306b\u9069\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u3042\u306a\u305f\u306e\u30d3\u30b8\u30cd\u30b9\u306f\u4ee5\u4e0b\u306e\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\uff1a<\/span><\/h4>\n<ul>\n<li><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u3059\u3079\u3066\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u8ffd\u8de1\u30fb\u5206\u6790\u3059\u308b<\/span><\/li>\n<li><span style=\"font-weight: 300;\">\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u4f53\u9a13\u3092\u9ad8\u3081\u308b\u65b9\u6cd5\u3092\u898b\u3064\u3051\u308b<\/span><\/li>\n<li><span style=\"font-weight: 300;\">\u304a\u5ba2\u69d8\u304c\u9665\u308b\u30da\u30a4\u30f3\u30dd\u30a4\u30f3\u30c8\u3092\u7279\u5b9a\u3057\u3001\u305d\u308c\u3092\u89e3\u6c7a\u3059\u308b<\/span><\/li>\n<li><span style=\"font-weight: 300;\">\u3088\u308a\u6d41\u52d5\u7684\u3067\u6b63\u78ba\u306a\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u52b9\u7387\u5316\u30d7\u30ed\u30bb\u30b9\u306e\u958b\u767a<\/span><\/li>\n<li><span style=\"font-weight: 300;\">\u65c5\u306b\u304a\u3051\u308b\u30da\u30a4\u30f3\u30dd\u30a4\u30f3\u30c8\u306e\u7279\u5b9a\u3068\u4fee\u6b63\u3001\u5c06\u6765\u306e\u56de\u907f <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/nps-to-convert-detractors-to-promoters\/\"><br \/>\n  <span style=\"font-weight: 300;\">\u306a\u304b\u307e\u305f\u3061<\/span><br \/>\n<\/a><\/li>\n<li><span style=\"font-weight: 300;\">\u65b0\u305f\u306a\u30d3\u30b8\u30cd\u30b9\u30c1\u30e3\u30f3\u30b9\u3092\u767a\u898b\u3057\u3001\u53ce\u76ca\u306e\u62e1\u5927\u3084\u904b\u7528\u30b3\u30b9\u30c8\u306e\u4f4e\u6e1b\u3092\u56f3\u308b<\/span><\/li>\n<\/ul>\n<h2 id=\"Customer_Journey_Analytics_Example\"><b>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u306e\u4f8b<\/b><\/h2>\n<p><span style=\"font-weight: 300;\">\u4f8b\u3048\u3070\u3001\u30aa\u30fc\u30b9\u30c6\u30a3\u30f3\u304b\u3089\u30d2\u30e5\u30fc\u30b9\u30c8\u30f3\u307e\u3067\u306e\u7406\u60f3\u7684\u306a\u30c9\u30e9\u30a4\u30d6\u30eb\u30fc\u30c8\u3092\u305f\u3069\u3063\u3066\u307f\u307e\u3057\u3087\u3046\u3002 \u8a08\u753b\u6027\u306e\u3042\u308b\u4eba\u306f\u3001Google\u3001Waze\u3001Apple Maps\u306a\u3069\u3001\u8907\u6570\u306e\u60c5\u5831\u6e90\u3092\u691c\u8a0e\u3059\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002 \u307e\u305f\u3001\u3059\u3067\u306b\u65c5\u3092\u3057\u305f\u53cb\u4eba\u6570\u4eba\u306b\u8a71\u3092\u805e\u304f\u306e\u3082\u3088\u3044\u3067\u3057\u3087\u3046\u3002 \u4f01\u753b\u6bb5\u968e\u306e\u6700\u5f8c\u306b\u306f\u3001\u3042\u308b\u5730\u70b9\u304b\u3089\u5225\u306e\u5730\u70b9\u306b\u884c\u304f\u305f\u3081\u306e\u4e00\u9023\u306e\u6307\u793a\u66f8\u304c\u3067\u304d\u3042\u304c\u308b\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u5404\u4eba\u304c\u3069\u306e\u3088\u3046\u306b\u79fb\u52d5\u3057\u305f\u306e\u304b\u3001\u8eca\u306e\u7a2e\u985e\u3001\u30eb\u30fc\u30c8\u3001\u5e73\u5747\u901f\u5ea6\u3001\u4ea4\u901a\u72b6\u6cc1\u306a\u3069\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3053\u3068\u3092\u60f3\u50cf\u3057\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002 \u305d\u306e\u60c5\u5831\u3092\u3082\u3068\u306b\u3001\u6700\u9069\u306a\u30eb\u30fc\u30c8\u3092\u8a08\u753b\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u4ed6\u306e\u4eba\u304c\u3069\u3053\u3067\u3069\u3093\u306a\u30c8\u30e9\u30d6\u30eb\u3092\u8d77\u3053\u3057\u305f\u306e\u304b\u3001\u30eb\u30fc\u30c8\u4e0a\u3067\u8d77\u3053\u308a\u3046\u308b\u4e8b\u6545\u306f\u4f55\u304b\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u60c5\u5831\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002<\/span><\/p>\n<blockquote>\n<p class=\"p1\">\u3092\u4f5c\u6210\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u8aac\u660e\u3057\u307e\u3059\u3002 <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-canvas\/\"><br \/>\n  <span class=\"s1\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30ad\u30e3\u30f3\u30d0\u30b9<\/span><br \/>\n<\/a>\u3092\u4f5c\u6210\u3057\u3001\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3092\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<\/blockquote>\n<h2><\/h2>\n<h2><\/h2>\n<h2 id=\"Customer_Journey_Analytics_vs_Customer_Journey_Mapping\"><b>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u6bd4\u8f03<\/b><\/h2>\n<p><span style=\"font-weight: 300;\"><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0<\/a>\uff08CJM\uff09\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\uff08CJA\uff09\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3092\u8ffd\u8de1\u30fb\u5206\u6790\u3057\u3001\u6539\u5584\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<h4><span style=\"font-weight: 300;\">\u3053\u308c\u304c\u3001\u305d\u308c\u305e\u308c\u306e\u30b3\u30f3\u30bb\u30d7\u30c8\u306e\u610f\u5473\u3059\u308b\u3068\u3053\u308d\u3067\u3059\uff1a<\/span><\/h4>\n<ul>\n<li><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7<\/strong><span style=\"font-weight: 300;\"><br \/>\n  <strong>: <\/strong><br \/>\n<\/span> <span style=\"font-weight: 300;\">\u6d88\u8cbb\u8005\u884c\u52d5\u306e\u6d41\u308c\u3092\u8a18\u9332\u3059\u308b\u3082\u306e\u3067\u3042\u308b\u3002 \u7d44\u7e54\u306f\u3053\u306e\u3053\u3068\u3092\u660e\u78ba\u306b\u3057\u3001\u5171\u901a\u306e\u6d3b\u52d5\u306b\u5bfe\u3057\u3066\u7406\u60f3\u7684\u306a\u4f53\u9a13\u3092\u30c7\u30b6\u30a4\u30f3\u3059\u308b\u3088\u3046\u306b\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002 \u5b9a\u6027\u5206\u6790\u306b\u76f8\u5f53\u3057\u307e\u3059\u3002<\/span><\/li>\n<li><span style=\"font-weight: 300;\"><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\uff1a<\/strong>\u69d8\u3005\u306a\u30c1\u30e3\u30cd\u30eb\u3068\u30e2\u30fc\u30e1\u30f3\u30c8\u9593\u306e\u30c7\u30fc\u30bf\u63a5\u7d9a\u30d7\u30ed\u30b0\u30e9\u30e0\u3067\u3042\u308a\u3001\u5feb\u9069\u306a\u4f53\u9a13\u3060\u3051\u3067\u306a\u304f\u3001\u6e80\u8db3\u306e\u3044\u304b\u306a\u3044\u4f53\u9a13\u3082\u542b\u3081\u3066\u3001\u3059\u3079\u3066\u306e\u884c\u52d5\u3092\u6e2c\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u5b9a\u91cf\u7684\u306a\u5206\u6790\u306b\u76f8\u5f53\u3059\u308b\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u4f5c\u6210\u3059\u308b\u305f\u3081\u306b\u4f7f\u7528\u3059\u308b\u30c4\u30fc\u30eb\u306b\u3064\u3044\u3066\u8a73\u3057\u304f\u77e5\u308a\u305f\u3044\u65b9\u306f\u3001\u4ee5\u4e0b\u306e\u8a18\u4e8b\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002 <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping-tools\/\"><br \/>\n  <span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u30c4\u30fc\u30eb<\/span><br \/>\n<\/a><span style=\"font-weight: 300;\">.<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u4e21\u6982\u5ff5\u306e\u5b9a\u7fa9\u304b\u3089\u5c0e\u304d\u51fa\u305b\u308b\u3088\u3046\u306b\u3001CJM\u3068CJA\u306f\u3001\u4e00\u65b9\u306f\u5ba2\u89b3\u7684\u306a\u5b9a\u91cf\u7684\u8996\u70b9\uff08CJA\uff09\u304b\u3089\u3001\u4ed6\u65b9\u306f\u4e3b\u89b3\u7684\u306a\u5b9a\u6027\u7684\u30c7\u30fc\u30bf\uff08CJM\uff09\u306b\u7126\u70b9\u3092\u5f53\u3066\u3001\u4e92\u3044\u306b\u5fc5\u8981\u3068\u3057\u88dc\u5b8c\u3057\u5408\u3063\u3066\u3044\u307e\u3059\u3002 \u3053\u306e\u3053\u3068\u306f\u3001\u3059\u3079\u3066\u6b21\u306e\u3088\u3046\u306a\u554f\u3044\u306b\u3064\u306a\u304c\u308a\u307e\u3059\uff1aCJA\u306e\u30c7\u30fc\u30bf\u306b\u30a2\u30af\u30bb\u30b9\u3057\u3066\u3082\u3001\u305d\u308c\u304c\u6700\u9069\u5316\u3055\u308c\u3001\u3088\u308a\u826f\u3044\u610f\u601d\u6c7a\u5b9a\u306b\u4f7f\u308f\u308c\u306a\u3044\u306e\u3067\u3042\u308c\u3070\u3001\u4f55\u306e\u610f\u5473\u304c\u3042\u308b\u306e\u3067\u3057\u3087\u3046\u304b\uff1f  <\/span><\/p>\n<p><span style=\"font-weight: 300;\">CJA\u3092\u4f7f\u3046\u3053\u3068\u3067\u6e2c\u5b9a\u3067\u304d\u308b\u30e1\u30ea\u30c3\u30c8\u306f\u305f\u304f\u3055\u3093\u3042\u308a\u307e\u3059\u304c\u3001<a href=\"https:\/\/www.questionpro.com\/blog\/analytics-vs-reporting\/\">\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3084\u30ec\u30dd\u30fc\u30c8\u3092<\/a>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u7d50\u679c\u7684\u306b\u3055\u3089\u306b\u5927\u304d\u306a\u4fa1\u5024\u304c\u52a0\u308f\u308a\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u304a\u5ba2\u69d8\u304c\u6301\u3064\u4e3b\u8981\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\uff08\u771f\u5b9f\u306e\u77ac\u9593\u3001\u7d4c\u9a13\u3001\u610f\u56f3\uff09\u3092\u7406\u89e3\u3059\u308b\u3053\u3068\u3067\u3001CJA\u3092\u3088\u308a\u52b9\u7387\u7684\u306b\u5c55\u958b\u30fb\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 \u5b9f\u88c5\u306e\u89b3\u70b9\u304b\u3089\u306f\u3001\u4e3b\u8981\u306a\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u8a73\u7d30\u3092\u542b\u3080\u30c7\u30fc\u30bf\u30bd\u30fc\u30b9\u3092\u512a\u5148\u7684\u306b\u4f7f\u7528\u3059\u308b\u3053\u3068\u304c\u6709\u52b9\u3067\u3059\u3002<\/span><\/p>\n<blockquote><p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u3054\u8208\u5473\u306e\u3042\u308b\u65b9\u306f\u3001<a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-dashboard\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3067\u9867\u5ba2\u4f53\u9a13\u3092\u6539\u5584\u3059\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066<\/a>\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\u3002<\/p><\/blockquote>\n<h2><\/h2>\n<h2 id=\"Things_to_keep_in_mind\"><b>\u6c17\u3092\u3064\u3051\u308b\u3079\u304d\u3053\u3068<\/b><\/h2>\n<p><span style=\"font-weight: 300;\">\u5e38\u306b\u9593\u9055\u3046\u4f59\u5730\u304c\u3042\u308a\u3001\u6c17\u3092\u3064\u3051\u306a\u3044\u3068\u7c21\u5358\u306b\u9593\u9055\u3046\u90e8\u5206\u304c\u3042\u308a\u307e\u3059\u3002 \u305d\u306e\u4e00\u90e8\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span><\/p>\n<ul>\n<li><b>\u30ec\u30d3\u30e5\u30fc\u306e\u6bb5\u968e\u306f\u3055\u3066\u304a\u304d\uff1a <\/b><span style=\"font-weight: 300;\">\u4e00\u523b\u3082\u65e9\u304f\u7d50\u679c\u3092\u51fa\u3057\u305f\u3044\u3068\u601d\u3046\u306e\u306f\u5f53\u7136\u3067\u3059\u304c\u3001\u3053\u306e\u30c7\u30fc\u30bf\u306e\u30ec\u30d3\u30e5\u30fc\u3092\u7701\u7565\u3059\u308b\u3068\u3001\u3059\u3079\u3066\u306e\u4f5c\u696d\u304c\u7121\u99c4\u306b\u306a\u308a\u3001\u305d\u306e\u7d50\u679c\u306b\u57fa\u3065\u3044\u3066\u884c\u3046\u884c\u52d5\u3082\u540c\u69d8\u306b\u6b20\u9665\u304c\u751f\u3058\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/li>\n<li><b>\u30c7\u30fc\u30bf\u304c\u8db3\u308a\u306a\u3044\u3053\u3068\uff1a<\/b><span style=\"font-weight: 300;\"> \u305d\u308c\u304c\u306a\u3051\u308c\u3070\u3001\u6b63\u78ba\u306a\u7d50\u8ad6\u3092\u5c0e\u304d\u51fa\u3059\u3053\u3068\u306f\u3067\u304d\u307e\u305b\u3093\u3002 \u305d\u3046\u3059\u308c\u3070\u3001\u304d\u3063\u3068\u504f\u898b\u306b\u9665\u308a\u3001\u672c\u5f53\u306e\u30c1\u30e3\u30f3\u30b9\u3092\u307f\u3059\u307f\u3059\u9003\u3057\u3066\u3057\u307e\u3046\u3053\u3068\u306b\u306a\u308b\u3002 \u5341\u5206\u306a\u30c7\u30fc\u30bf\u3092\u6301\u3064\u3053\u3068\u306f\u3001\u5c02\u7528\u30bd\u30d5\u30c8\u3092\u4f7f\u3063\u3066\u3082\u6642\u9593\u304c\u304b\u304b\u308a\u3001\u53ce\u96c6\u304c\u56f0\u96e3\u3067\u3059\u3002<\/span><\/li>\n<li><b>\u5e73\u5747\u5024\u306b\u6ce8\u76ee\u3059\u308b\uff1a <\/b><span style=\"font-weight: 300;\">\u7d50\u8ad6\u3092\u51fa\u3059\u3068\u304d\u3001\u5927\u591a\u6570\u304c\u4f55\u3092\u671b\u3093\u3067\u3044\u308b\u304b\u3092\u77e5\u308a\u305f\u3044\u3068\u601d\u3046\u306e\u304c\u666e\u901a\u3067\u3059\u304c\u3001\u305d\u3046\u3059\u308b\u3053\u3068\u3067\u3001\u5c06\u6765\u7684\u306b\u6a19\u6e96\u306b\u306a\u308b\u304b\u3082\u3057\u308c\u306a\u3044\u30c8\u30ec\u30f3\u30c9\u3092\u7121\u8996\u3057\u3001\u7af6\u5408\u4ed6\u793e\u3088\u308a\u4e00\u6b69\u5148\u3092\u884c\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/span><\/li>\n<li><b>\u5fc5\u8981\u306a\u30c1\u30fc\u30e0\u3092\u904e\u5c0f\u8a55\u4fa1\u3057\u3066\u3044\u308b<\/b><span style=\"font-weight: 300;\">\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u304c\u7d71\u5408\u3055\u308c\u3066\u3082\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30a2\u30ca\u30ea\u30b9\u30c8\u306e\u30c1\u30fc\u30e0\u304c\u5fc5\u8981\u306b\u306a\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/li>\n<\/ul>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/blog\/buyer-journey\/\" target=\"_blank\" rel=\"noopener\">\u3082\u3063\u3068\u8a73\u3057\u304f\u30d0\u30a4\u30e4\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc  <\/a><\/p>\n<h2 id=\"Conclusion\"><strong>\u30c1\u30fc\u30e0\u306b\u52d8\u3067\u6c7a\u3081\u3055\u305b\u306a\u3044\uff1a\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u6c11\u4e3b\u5316<\/strong><\/h2>\n<p><span style=\"font-weight: 300;\">\u30a8\u30af\u30bb\u30ec\u30f3\u30c8 <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\"><br \/>\n  <span style=\"font-weight: 300;\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9<\/span><br \/>\n<\/a><span style=\"font-weight: 300;\">\u304c\u624b\u306b\u5c4a\u304f\u3068\u3053\u308d\u306b\u3042\u308a\u307e\u3059\u3002 \u4eca\u65e5\u306e\u8d85\u7af6\u4e89\u7684\u306a\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u5e02\u5834\u3067\u969b\u7acb\u3064\u305f\u3081\u306b\u306f\u3001\u5dee\u5225\u5316\u3092\u56f3\u308a\u30015\u3064\u661f\u306e\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u305f\u3044\u3068\u8003\u3048\u308b\u30d6\u30e9\u30f3\u30c9\u306f\u3001CJA\u3068CJM\u3092\u7d44\u307f\u5408\u308f\u305b\u3066\u4f7f\u7528\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002 \u304a\u5ba2\u69d8\u306e\u58f0\u306b\u8033\u3092\u50be\u3051\u3001QuestionPro CX\u306e\u3088\u3046\u306a\u9069\u5207\u306a\u30a2\u30ca\u30ea\u30c6\u30a3\u30af\u30b9\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u969c\u5bb3\u3092\u4e88\u6e2c\u3057\u3001\u305d\u308c\u3092\u7a4d\u6975\u7684\u306b\u4fee\u6b63\u3057\u3001\u73fe\u5728\u304a\u3088\u3073\u5c06\u6765\u306e\u304a\u5ba2\u69d8\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306aCX\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 300;\">QuestionPro CX\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3059\u3002  <\/span><\/p>\n<p><span style=\"font-weight: 300;\">\u8a66\u3057\u3066\u307f\u308b <\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"><br \/>\n  <span style=\"font-weight: 300;\">\u30af\u30a8\u30b9\u30c1\u30e7\u30f3\u30d7\u30edCX<\/span><br \/>\n<\/a><span style=\"font-weight: 300;\">\u5927\u91cf\u306e\u30c7\u30fc\u30bf\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u52b9\u7387\u7684\u306b\u51e6\u7406\u3057\u3001\u4e8b\u5b9f\u306b\u57fa\u3065\u3044\u305f\u884c\u52d5\u652f\u63f4\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30ea\u30c6\u30a3\u3092\u5411\u4e0a\u3055\u305b\u305f\u3044\u3068\u304a\u8003\u3048\u306a\u3089\u3001\u4eca\u3059\u3050\u3054\u76f8\u8ac7\u304f\u3060\u3055\u3044\u3002 <\/span> <\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u3082\u3063\u3068\u8a73\u3057\u304f<\/button><br \/>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><br \/>\n  <button>\u7121\u6599\u30c8\u30e9\u30a4\u30a2\u30eb<\/button><br \/>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u3053\u308c\u307e\u3067\u306e\u30a8\u30f3\u30c8\u30ea\u30fc\u3067\u3001\u81ea\u793e\u306e\u30ab\u30b9\u30bf\u30de\u30fc [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":710234,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1194,1188],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ 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