Module 6 - In-Class Activity: Customer Relationship Management PART A - CUSTOMER JOURNEY AND TOUCH POINTS Think about your last major purchase. 1. Map out the journey that you took as a customer, indicating each step and touchpoint along the way. Number each step and write one sentence to describe the action taken. Reference the example provided. Customer Awareness Discover Purchase Use Bond Journey Map Website Store Web forums Reviews Email Social media - 2. Highlight an actionfcommunication that the seller could have taken at each touch point to solidify your purchase and your after purchase satisfaction