{"id":26333,"date":"2024-04-17T10:06:41","date_gmt":"2024-04-17T08:06:41","guid":{"rendered":"https:\/\/uxwritingar.com\/staging\/?p=26333"},"modified":"2026-04-19T16:56:01","modified_gmt":"2026-04-19T14:56:01","slug":"%d8%af%d9%84%d9%8a%d9%84%d9%83-%d8%a7%d9%84%d8%b4%d8%a7%d9%85%d9%84-%d9%84%d8%a5%d9%86%d8%b4%d8%a7%d8%a1-%d8%b1%d8%ad%d9%84%d8%a9-%d8%a7%d9%84%d8%b9%d9%85%d9%8a%d9%84-%d9%88%d8%aa%d8%ae%d8%b7%d9%8a","status":"publish","type":"post","link":"https:\/\/uxwritingar.com\/staging\/customer-experience\/26333\/","title":{"rendered":"\u062f\u0644\u064a\u0644\u0643 \u0627\u0644\u0634\u0627\u0645\u0644 \u0644\u0625\u0646\u0634\u0627\u0621 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey) \u0648\u062a\u062e\u0637\u064a\u0637\u0647\u0627 \u0628\u0634\u0643\u0644 \u0635\u062d\u064a\u062d 2024"},"content":{"rendered":"

\u062a\u064f\u0639\u062a\u0628\u0631 \u062f\u0631\u0627\u0633\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey) \u0645\u0646 \u0623\u0647\u0645 \u0623\u0633\u0627\u0633\u064a\u0627\u062a <\/span>\u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645<\/span><\/a> \u0644\u0623\u0646\u0647\u0627 \u062a\u0639\u0637\u064a\u0643 \u0641\u0643\u0631\u0629 \u0643\u0627\u0645\u0644\u0629 \u0639\u0646 <\/span>\u0633\u0645\u0627\u062a \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645\u064a\u0646 (User Personas)<\/span><\/a> \u0627\u0644\u0630\u064a\u0646 \u0639\u0646\u062f\u0645\u0627 \u064a\u062f\u062e\u0644\u0648\u0646 \u062d\u062f\u0648\u062f \u062e\u062f\u0645\u062a\u0643 \u064a\u062a\u063a\u064a\u0631 \u0627\u0633\u0645\u0647\u0645 \u0644\u064a\u064b\u0635\u0628\u062d “\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062d\u062a\u0645\u0644\u064a\u0646”. \u0648\u0639\u0646\u062f\u0645\u0627 \u064a\u062c\u062f\u0648\u0646 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0645\u0645\u064a\u0632\u0629 \u0648\u0645\u064f\u0631\u064a\u062d\u0629 \u0648\u064a\u0633\u0639\u062f\u0648\u0646 \u0644\u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u062a\u0637\u0628\u064a\u0642\u0643 \u0623\u0648 \u0645\u0648\u0642\u0639\u0643 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0641\u0623\u0646\u062a \u0639\u0645\u0644\u064a\u064b\u0627 \u0623\u062f\u062e\u0644\u062a\u0647\u0645 \u0641\u064a \u0645\u0631\u062d\u0644\u0629 “\u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062f\u0627\u0626\u0645\u064a\u0646” \u0648\u064a\u062a\u0628\u0642\u0651\u0649 \u0623\u0646 \u062a\u062d\u0627\u0641\u0638 \u0639\u0644\u064a\u0647\u0645 \u0648\u0639\u0644\u0649 \u062b\u0642\u062a\u0647\u0645 \u0644\u0644\u0623\u0628\u062f. \u0625\u0630\u064b\u0627 \u0641\u0647\u0645 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0647\u0645\u0651 \u062c\u062f\u064b\u0627 \u0644\u0644\u062a\u0639\u0631\u0641 \u0639\u0644\u0649 \u0634\u062e\u0635\u064a\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0628\u062f\u0642\u0651\u0629 \u0648\u0627\u0644\u062a\u0635\u0631\u0651\u0641 \u0628\u062d\u0633\u0628 \u0645\u0627 \u064a\u0644\u0627\u0626\u0645\u0647\u0627.<\/span><\/p>\n

\u0645\u0639\u0646\u0649 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey)<\/span><\/h2>\n
\"\u0631\u062d\u0644\u0629
\u0645\u0641\u0647\u0648\u0645 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/figcaption><\/figure>\n

\u062a\u0639\u0646\u064a \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey) \u0645\u062c\u0645\u0648\u0639\u0629 \u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0645\u0639 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0627\u0644\u0645\u0646\u062a\u062c \u0645\u0646 \u0627\u0644\u0644\u062d\u0638\u0629 \u0627\u0644\u062a\u064a \u064a\u0647\u062a\u0645 \u0641\u064a\u0647\u0627 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u062d\u062a\u0649 \u0627\u0644\u0644\u062d\u0638\u0629 \u0627\u0644\u062a\u064a \u064a\u062a\u062e\u0630 \u0641\u064a\u0647\u0627 \u0642\u0631\u0627\u0631 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0634\u0631\u0627\u0621 \u0627\u0644\u0645\u0646\u062a\u062c. \u0648\u0628\u0639\u062f \u0627\u062a\u062e\u0627\u0630 \u0647\u0630\u0627 \u0627\u0644\u0642\u0631\u0627\u0631 \u064a\u0631\u062a\u0642\u064a \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0625\u0644\u0649 \u0645\u0631\u062a\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u062f\u0627\u0626\u0645 \u0639\u0646\u062f\u0645\u0627 \u064a\u0634\u0639\u0631 \u0623\u0646\u0647 \u0645\u0631\u062a\u0627\u062d \u0648\u0633\u0639\u064a\u062f \u0644\u0623\u0646\u0647 \u062d\u0638\u064a \u0628\u062e\u062f\u0645\u0629 \u0639\u0645\u0644\u0627\u0621 \u0645\u0645\u062a\u0627\u0632\u0629 \u0623\u062b\u0646\u0627\u0621 \u0631\u062d\u0644\u0629 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0647\u0630\u0647 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629. \u0628\u0627\u0644\u062a\u0627\u0644\u064a \u0642\u0631\u0631 \u0627\u0644\u0627\u0631\u062a\u0628\u0627\u0637 \u0628\u062e\u062f\u0645\u0627\u062a\u0647\u0627 \u0628\u0634\u0643\u0644 \u062f\u0627\u0626\u0645.<\/span><\/p>\n

\u0645\u0631\u0627\u062d\u0644 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey)<\/span><\/h2>\n

\u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey) \u0639\u0628\u0627\u0631\u0629 \u0639\u0646 \u0645\u062d\u0637\u0651\u0627\u062a \u0645\u062e\u062a\u0644\u0641\u0629 \u0643\u0644 \u0645\u0646\u0647\u0627 \u064a\u0639\u0628\u0651\u0631 \u0639\u0646 \u0645\u0633\u062a\u0648\u0649 \u0645\u0639\u064a\u0646 \u0645\u0646 \u0627\u0644\u0631\u062d\u0644\u0629. \u064a\u0628\u062f\u0648 \u0627\u0644\u0623\u0645\u0631 \u0648\u0643\u0623\u0646 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u062f\u062e\u0644 \u0645\u062d\u0637\u0629 \u0642\u0637\u0627\u0631 \u0648\u0631\u0643\u0628 \u0627\u0644\u0631\u062d\u0644\u0629 \u0648\u0641\u064a \u0643\u0644 \u0645\u0648\u0642\u0641 \u062a\u0648\u0642\u0651\u0641 \u0644\u064a\u062e\u062a\u0628\u0631 \u0627\u0644\u0645\u0643\u0627\u0646 \u0648\u064a\u0642\u0631\u0631 \u0647\u0644 \u0633\u064a\u0643\u0645\u0644 \u0627\u0644\u0637\u0631\u064a\u0642 \u0623\u0645 \u064a\u062a\u0631\u0627\u062c\u0639. \u0637\u0628\u0639\u064b\u0627 \u064a\u0639\u0628\u0651\u0631 \u0643\u0644 \u0645\u0648\u0642\u0641 \u0645\u0646 \u0627\u0644\u0631\u062d\u0644\u0629 \u0639\u0646 \u062c\u0632\u0621 \u0645\u0646 \u062e\u062f\u0645\u062a\u0643 \u0648\u0627\u0644\u0637\u0631\u064a\u0642\u0629 \u0627\u0644\u062a\u064a \u062a\u062a\u0639\u0627\u0645\u0644 \u0641\u064a\u0647\u0627 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u062e\u0644\u0627\u0644 \u0647\u0630\u0627 \u0627\u0644\u062c\u0632\u0621.<\/span><\/p>\n

\u062a\u062a\u0644\u062e\u0651\u0635 <\/b>\u0645\u0631\u0627\u062d\u0644 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/b><\/a> \u0641\u064a \u0645\u0627 \u064a\u0644\u064a:<\/b><\/span><\/h3>\n\n\n\n\n\n\n\n\n
\u0645\u0631\u0627\u062d\u0644 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/i><\/b><\/td>\n\u0645\u0627 \u064a\u0641\u0639\u0644\u0647 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645<\/i><\/b><\/td>\n\u0645\u0627 \u062a\u0641\u0639\u0644\u0647 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 (\u062e\u062f\u0645\u062a\u0643 \u0623\u0648 \u0645\u0648\u0642\u0639\u0643)<\/i><\/b><\/td>\n<\/tr>\n
\n

\u0645\u0644\u0627\u062d\u0638\u0629\/\u0625\u062f\u0631\u0627\u0643 \u0627\u0644\u062e\u062f\u0645\u0629 (Awareness)<\/b><\/span><\/h4>\n<\/td>\n

\u064a\u0628\u062d\u062b \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0639\u0646 \u062d\u0644\u0648\u0644 \u0644\u0645\u0634\u0643\u0644\u062a\u0647 \u0648\u064a\u062c\u0631\u064a \u0627\u0644\u0639\u062f\u064a\u062f \u0645\u0646 \u0627\u0644\u0623\u0628\u062d\u0627\u062b. \u064a\u0634\u0645\u0644 \u0630\u0644\u0643\u00a0 \u0627\u0644\u0628\u062d\u062b \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a \u0641\u064a \u0627\u0644\u0645\u0648\u0627\u0642\u0639 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a\u0629 \u0648\u0642\u0631\u0627\u0621\u0629 \u0645\u0646\u0634\u0648\u0631\u0627\u062a \u0627\u0644\u0645\u062f\u0648\u0646\u0627\u062a \u0648\u0627\u0644\u0645\u0642\u0627\u0644\u0627\u062a \u0627\u0644\u0625\u062e\u0628\u0627\u0631\u064a\u0629. \u0642\u062f \u064a\u0644\u0627\u062d\u0638 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0648\u064a\u0643\u062a\u0634\u0641 \u062e\u062f\u0645\u062a\u0643 \u062e\u0644\u0627\u0644 \u0647\u0630\u0647 \u0627\u0644\u0645\u0631\u062d\u0644\u0629<\/span><\/td>\n\u064a\u0646\u0628\u063a\u064a \u0623\u0646 \u064a\u0643\u0648\u0646 \u0641\u0631\u064a\u0642 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u062c\u0627\u0647\u0632\u064b\u0627 \u0641\u064a \u0623\u064a \u0644\u062d\u0638\u0629 \u0644\u0644\u0625\u062c\u0627\u0628\u0629 \u0639\u0644\u0649 \u0627\u0644\u0623\u0633\u0626\u0644\u0629 \u0648\u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a. \u0643\u0645\u0627 \u064a\u0646\u0628\u063a\u064a \u0623\u0646 \u062a\u0642\u062f\u0645 \u0645\u0639\u0644\u0648\u0645\u0627\u062a \u0639\u0627\u0645\u0629 \u062a\u062c\u064a\u0628 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0639\u0646 \u0623\u0633\u0626\u0644\u062a\u0647 \u0627\u0644\u0623\u0648\u0644\u064a\u0629 \u0641\u064a \u0647\u0630\u0647 \u0627\u0644\u0645\u0631\u062d\u0644\u0629 \u0648\u062a\u062c\u0639\u0644\u0647 \u064a\u0631\u062a\u0627\u062d \u0644\u062e\u062f\u0645\u062a\u0643 \u0642\u0628\u0644 \u0623\u0646 \u064a\u062a\u0639\u0627\u0645\u0644 \u0645\u0639\u0647\u0627. \u064a\u064f\u0639\u062a\u0628\u0631 \u062a\u0648\u0641\u064a\u0631 \u0645\u0648\u0627\u0631\u062f \u0642\u064a\u0651\u0645\u0629 \u0644\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0623\u0645\u0631\u064b\u0627 \u0645\u0647\u0645\u064b\u0627 \u0641\u064a \u0627\u0644\u0645\u0631\u062d\u0644\u0629 \u0627\u0644\u0623\u0648\u0644\u0649 \u0645\u0646 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/span><\/td>\n<\/tr>\n
\n

\u0627\u0644\u062a\u0641\u0643\u064a\u0631 \u0648\u0625\u062c\u0631\u0627\u0621 \u0645\u0642\u0627\u0631\u0646\u0627\u062a (Consideration)<\/b><\/span><\/h4>\n<\/td>\n

\u0633\u064a\u0641\u0643\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0647\u0646\u0627 \u0628\u0627\u0644\u0643\u062b\u064a\u0631 \u0645\u0646 \u0627\u0644\u0639\u0648\u0627\u0645\u0644. \u0644\u0627 \u064a\u062a\u0642\u0635\u0631 \u0627\u0644\u0623\u0645\u0631 \u0639\u0644\u0649 \u0645\u0648\u0627\u0635\u0641\u0627\u062a \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0627\u0644\u0645\u0646\u062a\u062c \u0641\u0642\u0637 \u0628\u0644 \u0633\u064a\u0628\u062d\u062b \u0639\u0646 \u0639\u0644\u0627\u0645\u0627\u062a \u062a\u062c\u0627\u0631\u064a\u0629 \u0645\u0646\u0627\u0641\u0633\u0629 \u0623\u062e\u0631\u0649 \u062a\u0642\u062f\u0651\u0645 \u0646\u0641\u0633 \u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0642\u062f\u0645\u0647\u0627 \u0623\u0646\u062a. \u064a\u062c\u0631\u064a \u0627\u0644\u0645\u0642\u0627\u0631\u0646\u0627\u062a \u0633\u0648\u0627\u0621 \u0628\u062c\u0648\u062f\u0629 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0627\u0644\u0623\u0633\u0639\u0627\u0631 \u0648\u062d\u062a\u0649 \u0645\u064a\u0632\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c \u0623\u0648 \u0627\u0644\u062e\u062f\u0645\u0629 \u0648\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0645\u062e\u062a\u0635\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621. \u0633\u064a\u0628\u0646\u064a \u0642\u0631\u0627\u0631\u0647 \u0628\u0646\u0627\u0621\u064b \u0639\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0645\u0631\u062d\u0644\u0629<\/span><\/td>\n\u062a\u0631\u0643\u0632 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0639\u0644\u0649 \u0627\u0644\u062a\u0631\u0648\u064a\u062c \u0644\u062e\u062f\u0645\u062a\u0647\u0627. \u062a\u0633\u0639\u0649 \u062c\u0627\u0647\u062f\u0629\u064b \u0644\u0625\u0642\u0646\u0627\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0628\u0625\u062f\u0631\u0627\u062c \u062e\u062f\u0645\u062a\u0647\u0627 \u0636\u0645\u0646 \u062e\u064a\u0627\u0631\u0627\u062a\u0647. \u064a\u062a\u0636\u0645\u0651\u0646 \u0630\u0644\u0643 <\/span>\u062a\u062d\u0633\u064a\u0646 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645<\/span><\/a> \u0628\u0627\u0633\u062a\u0645\u0631\u0627\u0631 \u0639\u0628\u0631 \u062c\u0645\u064a\u0639 \u0646\u0642\u0627\u0637 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 \u0648\u0627\u0644\u062a\u0623\u0643\u062f \u0645\u0646 \u0633\u0644\u0627\u0645\u0629 \u0627\u0644\u062e\u062f\u0645\u0627\u062a \u0639\u0628\u0631 \u0627\u0644\u0645\u0648\u0642\u0639 \u0627\u0644\u0625\u0644\u0643\u062a\u0631\u0648\u0646\u064a \u0623\u0648 \u0627\u0644\u062a\u0637\u0628\u064a\u0642. \u0628\u0644 \u064a\u0645\u0643\u0646 \u0623\u064a\u0636\u064b\u0627 \u062a\u0642\u062f\u064a\u0645 \u0627\u0644\u0627\u0647\u062a\u0645\u0627\u0645 \u0627\u0644\u0632\u0627\u0626\u062f \u0644\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0648\u0645\u062d\u0627\u0648\u0644\u0629 \u0645\u0631\u0627\u0641\u0642\u062a\u0647 \u0641\u064a \u0643\u0644 \u062e\u0637\u0648\u0627\u062a \u0631\u062d\u0644\u062a\u0647. \u062d\u0627\u0648\u0644 \u0623\u064a\u0636\u064b\u0627 \u062a\u062f\u0631\u064a\u0628 \u0645\u062e\u062a\u0635\u064a \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0644\u0644\u0625\u062c\u0627\u0628\u0629 \u0639\u0644\u0649 \u0623\u0633\u0626\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062a\u0639\u0644\u0642\u0629 \u0628\u0645\u0631\u062d\u0644\u0629 \u0627\u062a\u062e\u0627\u0630 \u0627\u0644\u0642\u0631\u0627\u0631<\/span><\/td>\n<\/tr>\n
\n

\u0627\u062a\u062e\u0627\u0630 \u0625\u062c\u0631\u0627\u0621\/\u0642\u0631\u0627\u0631 \u0627\u0644\u0634\u0651\u0631\u0627\u0621 (Purchase)<\/b><\/span><\/h4>\n<\/td>\n

\u0628\u0639\u062f\u0645\u0627 \u064a\u0642\u0627\u0631\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062d\u062a\u0645\u0644 \u0642\u064a\u0645\u0629 \u0645\u0646\u062a\u062c\u0643 \u0623\u0648 \u062e\u062f\u0645\u062a\u0643 \u0645\u0642\u0627\u0628\u0644 \u0627\u0644\u0633\u0639\u0631 \u0648\u0633\u064a\u0627\u0633\u0629 \u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u062e\u062f\u0645\u0629 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0628\u064a\u0646 \u0627\u0644\u0645\u0646\u0627\u0641\u0633\u064a\u0646 \u0648\u0645\u0648\u0627\u0635\u0641\u0627\u062a \u0627\u0644\u0645\u0646\u062a\u062c. \u0623\u064a \u0628\u0627\u062e\u062a\u0635\u0627\u0631 \u0645\u064e\u0646 \u0645\u0646\u0647\u0627 \u0643\u0627\u0646 \u0627\u0644\u0623\u0641\u0636\u0644 \u0641\u064a \u062d\u0644 \u0645\u0634\u0643\u0644\u062a\u0647\u060c \u0633\u064a\u062d\u0633\u0645 \u0642\u0631\u0627\u0631\u0647 \u0628\u0634\u0623\u0646 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u0633\u064a\u0643\u0645\u0644 \u0631\u062d\u0644\u062a\u0647 \u0645\u0639\u0647\u0627<\/span><\/td>\n\u0645\u062d\u0627\u0648\u0644\u0629 \u062d\u062b\u0651 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0644\u0649 \u0627\u062a\u062e\u0627\u0630 \u0625\u062c\u0631\u0627\u0621 (CTA) \u0628\u0639\u0628\u0627\u0631\u0627\u062a \u0645\u0639\u064a\u0646\u0629 \u0623\u0648 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u062a\u0634\u062c\u064a\u0639 \u0639\u0644\u0649 \u0627\u0644\u0627\u0634\u062a\u0631\u0627\u0643 \u0628\u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0634\u0631\u0627\u0621 \u0627\u0644\u0645\u0646\u062a\u062c. \u064a\u0646\u0628\u063a\u064a \u0623\u0646 \u062a\u062d\u0627\u0648\u0644 \u062a\u0642\u062f\u064a\u0645 \u0645\u0646\u062a\u062c\u0643 \u0639\u0644\u0649 \u0623\u0646\u0647 \u0627\u0644\u062d\u0644\u0651 \u0627\u0644\u0623\u0641\u0636\u0644 \u0644\u0645\u0634\u0643\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u0645\u0646 \u062c\u0645\u064a\u0639 \u0627\u0644\u0646\u0648\u0627\u062d\u064a. \u0645\u0639 \u0627\u0644\u062a\u0646\u0648\u064a\u0647 \u0625\u0644\u0649 \u0645\u0627 \u064a\u0645\u0643\u0646 \u0623\u0646 \u064a\u062d\u0638\u0649 \u0628\u0647 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646\u062f \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0645\u062b\u0644 \u0633\u064a\u0627\u0633\u0629 \u0627\u0633\u062a\u0631\u062c\u0627\u0639 \u0627\u0644\u0645\u0627\u0644 \u0623\u0648 \u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062a\u0639\u0648\u064a\u0636 \u0641\u064a \u062d\u0627\u0644 \u0644\u0645 \u062a\u0639\u062c\u0628\u0647 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0645\u0642\u062f\u0645\u0629 \u0648\u0645\u0627 \u0625\u0644\u0649 \u0647\u0646\u0627\u0644\u0643<\/span><\/td>\n<\/tr>\n
\n

\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 (Retention)<\/b><\/span><\/h4>\n<\/td>\n

\u064a\u062e\u062a\u0627\u0631 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0623\u0641\u0636\u0644 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u062a\u0647 \u0648\u0627\u0644\u062a\u064a \u0631\u0623\u0649 \u0641\u064a\u0647\u0627 \u0627\u0644\u062d\u0644\u0651 \u0627\u0644\u0623\u0645\u062b\u0644 \u0645\u0646 \u062c\u0645\u064a\u0639 \u0627\u0644\u0646\u0648\u0627\u062d\u064a. \u0641\u064a \u0647\u0630\u0647 \u0627\u0644\u0645\u0631\u062d\u0644\u0629 \u0633\u064a\u0646\u062a\u0638\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0627\u0647\u062a\u0645\u0627\u0645 \u0648\u0627\u0644\u0627\u062d\u062a\u0648\u0627\u0621 \u0645\u0646 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0627\u0644\u0645\u062e\u062a\u0627\u0631\u0629. \u064a\u062c\u0628 \u0623\u0646 \u062a\u0644\u0627\u062d\u0638 \u0648\u062a\u0642\u062f\u0631 \u0627\u062e\u062a\u064a\u0627\u0631 \u0647\u0630\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0647\u0627 \u0645\u0646 \u0628\u064a\u0646 \u062c\u0645\u064a\u0639 \u0627\u0644\u0645\u0646\u0627\u0641\u0633\u064a\u0646<\/span><\/td>\n\u0628\u0639\u062f\u0645\u0627 \u064a\u062e\u062a\u0627\u0631 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u062e\u062f\u0645\u062a\u0643\u060c \u064a\u0645\u0643\u0646\u0643 \u0623\u0646 \u062a\u0633\u0645\u064a\u0647 “\u0639\u0645\u064a\u0644” \u0648\u0644\u0643\u0646 \u0645\u0639 \u0648\u0642\u0641 \u0627\u0644\u062a\u0646\u0641\u064a\u0630. \u0644\u0645 \u062a\u0646\u062a\u0647\u0650 \u0645\u0647\u0645\u062a\u0643 \u0625\u0644\u0649 \u0647\u0646\u0627. \u0646\u0639\u0645 \u0644\u0642\u062f \u0627\u062e\u062a\u0627\u0631\u0643 \u0647\u0630\u0627 \u0627\u0644\u0645\u0633\u062a\u062e\u062f\u0645 \u0648\u0644\u0643\u0646 \u0647\u0644 \u0633\u064a\u0639\u0648\u062f \u0644\u064a\u062e\u062a\u0627\u0631\u0643 \u0645\u0631\u0629 \u0623\u062e\u0631\u0649 \u0641\u064a \u0648\u0642\u062a\u064d \u0644\u0627\u062d\u0642\u061f \u062d\u062a\u0649 \u064a\u062a\u0645 \u0630\u0644\u0643 \u0644\u0627 \u0628\u062f\u0651 \u0623\u0646 \u062a\u0639\u0637\u064a\u0647 \u0623\u0633\u0628\u0627\u0628\u064b\u0627 \u062a\u0642\u0646\u0639\u0647 \u0628\u0627\u0644\u0628\u0642\u0627\u0621 \u0648\u0627\u0644\u0627\u0633\u062a\u0645\u0631\u0627\u0631\u064a\u0629. \u0627\u0628\u0642\u064e \u0639\u0644\u0649 \u062a\u0648\u0627\u0635\u0644 \u0645\u0639\u0647 \u0648\u0627\u062f\u0639\u0645\u0647 \u0644\u0627\u062e\u062a\u064a\u0627\u0631\u0647 \u0644\u0643. \u0627\u062c\u0639\u0644\u0647 \u064a\u0634\u0639\u0631 \u0623\u0646\u0643 \u062a\u0631\u064a\u062f \u062f\u0639\u0645\u0647 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0625\u062c\u0631\u0627\u0621 \u0627\u0633\u062a\u0637\u0644\u0627\u0639\u0627\u062a \u0648\u0637\u0644\u0628 \u0631\u0623\u064a\u0647 \u062f\u0627\u0626\u0645\u064b\u0627 \u0648\u0627\u0644\u0631\u062f \u0639\u0644\u0649 \u0627\u0642\u062a\u0631\u0627\u062d\u0627\u062a\u0647<\/span><\/td>\n<\/tr>\n
\n

\u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u062b\u0642\u0629 \u0648\u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644 (Advocacy)<\/b><\/span><\/h4>\n<\/td>\n

\u0627\u0643\u062a\u0634\u0641\u062a <\/span>\u062f\u0631\u0627\u0633\u0629 \u0623\u062c\u0631\u062a\u0647\u0627 \u0634\u0631\u0643\u0629 Bain & Company<\/span><\/a> \u0623\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u0644\u0635\u064a\u0646 \u064a\u062c\u0631\u0628\u0648\u0646 \u0645\u0646\u062a\u062c\u0627\u062a \u062c\u062f\u064a\u062f\u0629 \u0623\u0643\u062b\u0631 \u0645\u0646 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u062c\u062f\u062f \u0628\u0646\u0633\u0628\u0629 50%\u060c \u0648\u064a\u0646\u0641\u0642\u0648\u0646 \u0639\u0644\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0628\u0646\u0633\u0628\u0629 31% \u0623\u0643\u062b\u0631 \u0645\u0646 \u0627\u0644\u062c\u062f\u062f.<\/span><\/p>\n

\u0633\u064a\u062e\u0628\u0631 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0630\u064a \u062f\u062e\u0644 \u0645\u0631\u062d\u0644\u0629 \u0627\u0644\u0648\u0644\u0627\u0621 \u0623\u0635\u062f\u0642\u0627\u0626\u0647 \u0639\u0646 \u062e\u062f\u0645\u062a\u0643 \u0648\u064a\u0634\u0627\u0631\u0643\u0647\u0645 \u062a\u062c\u0627\u0631\u0628\u0647 \u0639\u0644\u0649 \u0648\u0633\u0627\u0626\u0644 \u0627\u0644\u062a\u0648\u0627\u0635\u0644. \u0648\u064a\u062a\u062d\u0645\u0651\u0633 \u0623\u0643\u062b\u0631 \u0644\u062a\u062c\u0631\u0628\u0629 \u062e\u062f\u0645\u0627\u062a\u0643 \u0648\u0645\u0646\u062a\u062c\u0627\u062a\u0643 \u0645\u0631\u0629 \u0623\u062e\u0631\u0649<\/span><\/td>\n

\u0627\u0644\u0648\u0635\u0648\u0644 \u0625\u0644\u0649 \u0647\u0630\u0647 \u0627\u0644\u0645\u0631\u062d\u0644\u0629 \u064a\u0639\u0646\u064a \u0623\u0646\u0643 \u0643\u0633\u0628\u062a \u0639\u0645\u064a\u0644 \u062f\u0627\u0626\u0645. \u0625\u0630\u0627 \u0646\u062c\u062d\u062a \u0628\u0627\u0644\u0627\u062d\u062a\u0641\u0627\u0638 \u0628\u0627\u0644\u0639\u0645\u064a\u0644 \u0633\u062a\u0643\u0633\u0628 \u0648\u0644\u0627\u0626\u0647 \u0648\u0625\u062e\u0644\u0627\u0635\u0647 \u0628\u0644\u0627 \u0634\u0643. \u0647\u0630\u0627 \u0645\u0647\u0645 \u062c\u062f\u064b\u0627 \u0644\u0623\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u0627\u0644\u0645\u062e\u0644\u0635 \u064a\u0643\u0644\u0641 \u0627\u0644\u0639\u0644\u0627\u0645\u0629 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u062c\u0647\u062f\u064b\u0627 \u0623\u0642\u0644 \u0645\u0646 \u0627\u0644\u062c\u0647\u062f \u0627\u0644\u0630\u064a \u062a\u0628\u0630\u0644\u0647 \u0644\u062c\u0644\u0628 \u0639\u0645\u0644\u0627\u0621 \u062c\u062f\u062f.\u00a0 \u064a\u0646\u0628\u063a\u064a \u0623\u0646 \u062a\u0643\u0633\u0628 \u0645\u062d\u0628\u0629 \u0647\u0630\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0634\u0643\u0644 \u062f\u0627\u0626\u0645 \u0644\u062f\u0631\u062c\u0629 \u062a\u062c\u0639\u0644\u0647 \u064a\u062f\u0627\u0641\u0639 \u0639\u0646 \u062e\u062f\u0645\u062a\u0643. \u064a\u0645\u0643\u0646\u0643 \u0630\u0644\u0643 \u0639\u0646 \u0637\u0631\u064a\u0642 \u062a\u0642\u062f\u064a\u0645 \u0641\u064f\u0631\u0635 \u0645\u0645\u064a\u0632\u0629 \u0644\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0645\u062e\u0644\u0635\u064a\u0646 \u0628\u0627\u0644\u0630\u0627\u062a \u0648\u062a\u0647\u062a\u0645 \u0628\u062a\u0639\u0644\u064a\u0642\u0627\u062a\u0647\u0645 \u0648\u0622\u0631\u0627\u0626\u0647\u0645<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\"\u0631\u062d\u0644\u0629
\u0645\u0631\u0627\u062d\u0644 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/figcaption><\/figure>\n

\u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Map)<\/span><\/h2>\n

 <\/p>\n

\u062a\u062d\u0643\u064a \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey Map) \u0648\u0627\u062e\u062a\u0635\u0627\u0631\u064b\u0627 (CJM) \u0642\u0635\u0629 \u062a\u062c\u0631\u0628\u0629 \u0639\u0645\u064a\u0644\u0643 \u0645\u0639 \u0639\u0644\u0627\u0645\u062a\u0643 \u0627\u0644\u062a\u062c\u0627\u0631\u064a\u0629 \u0641\u064a \u0643\u0644 \u0645\u0631\u062d\u0644\u0629 \u0648\u0646\u0642\u0637\u0629 \u0627\u062a\u0635\u0627\u0644 \u0628\u064a\u0646\u0647 \u0648\u0628\u064a\u0646 \u062e\u062f\u0645\u062a\u0643. \u062a\u064f\u0639\u062a\u0628\u0631 \u0648\u0633\u064a\u0644\u0629 \u0644\u062a\u0633\u062c\u064a\u0644 \u0648\u062a\u062e\u0637\u064a\u0637 \u0648\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u062a\u0641\u0627\u0639\u0644\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0631\u0628\u0637 \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u062e\u062f\u0645\u062a\u0643. \u064a\u062a\u0645 \u062a\u0631\u062a\u064a\u0628 \u0645\u0631\u0627\u062d\u0644 \u0634\u0639\u0648\u0631\u0647 \u0648\u062a\u0641\u0627\u0639\u0644\u0627\u062a\u0647 \u0648\u0643\u0644 \u0645\u0627 \u0642\u0627\u0645 \u0628\u0647 \u062d\u062a\u0649 \u0627\u0644\u0645\u0631\u062d\u0644\u0629 \u0627\u0644\u062a\u064a \u0648\u0635\u0644 \u0641\u064a\u0647\u0627 \u0625\u0644\u0649 \u0643\u0648\u0646\u0647 \u0639\u0645\u064a\u0644 \u062f\u0627\u0626\u0645. \u0643\u0644 \u0630\u0644\u0643 \u0639\u0644\u0649 \u0644\u0648\u062d\u0629 \u0648\u0627\u062d\u062f\u0629 \u062a\u0628\u064a\u0651\u0646 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u062a\u0647 \u0643\u0627\u0645\u0644\u0629\u064e.<\/span><\/p>\n

\u0644\u0625\u0646\u0634\u0627\u0621 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 \u062a\u062d\u062a\u0627\u062c \u0625\u0644\u0649:<\/b><\/span><\/h3>\n
    \n
  1. \u062a\u062d\u062f\u064a\u062f \u0623\u0647\u062f\u0627\u0641 \u0639\u0645\u0644\u0643 (\u0623\u0647\u062f\u0627\u0641 \u0627\u0644\u062e\u062f\u0645\u0629 \u0623\u0648 \u0627\u0644\u0645\u0646\u062a\u062c).<\/span><\/li>\n
  2. \u062c\u0645\u0639 \u0627\u0644\u0645\u0639\u0644\u0648\u0645\u0627\u062a \u062d\u0648\u0644 \u0627\u0644\u0633\u0628\u0628 \u0627\u0644\u0630\u064a \u0633\u064a\u062c\u0639\u0644 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u064a\u0644\u062c\u0624\u0648\u0646 \u0625\u0644\u0649 \u062e\u062f\u0645\u062a\u0643.<\/span><\/li>\n
  3. \u062a\u062d\u062f\u064a\u062f \u0646\u0642\u0627\u0637 \u0627\u0644\u0627\u062a\u0635\u0627\u0644 (Touchpoints) \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621.<\/span><\/li>\n
  4. \u062a\u062d\u062f\u064a\u062f \u0645\u0631\u0627\u062d\u0644 \u062a\u062c\u0631\u0628\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (\u0627\u0644\u0645\u0631\u0627\u062d\u0644 \u0627\u0644\u0645\u062a\u0648\u0642\u0639\u0629 \u0648\u062a\u0633\u0644\u0633\u0644 \u0627\u0644\u0623\u062d\u062f\u0627\u062b \u0627\u0644\u062a\u064a \u0633\u064a\u0648\u0627\u062c\u0647\u0647\u0627 \u0639\u0645\u0644\u0627\u0624\u0643 \u0639\u0646\u062f\u0645\u0627 \u064a\u0642\u0631\u0631\u0648\u0646 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u062e\u062f\u0645\u062a\u0643).<\/span><\/li>\n
  5. \u0627\u0631\u0633\u0645 \u062e\u0631\u064a\u0637\u0629 \u0639\u0645\u064a\u0644\u0643. \u064a\u0645\u0643\u0646\u0643 \u0630\u0644\u0643 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0627\u0644\u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u062c\u0627\u0647\u0632\u0629 \u0648\u0623\u062f\u0648\u0627\u062a \u0631\u0633\u0645 \u0627\u0644\u062e\u0631\u0627\u0626\u0637 \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0639\u0628\u0631 \u0627\u0644\u0625\u0646\u062a\u0631\u0646\u062a. \u0644\u0643\u0646 \u064a\u0645\u0643\u0646\u0643 \u0623\u064a\u0636\u064b\u0627 \u062a\u0645\u062b\u064a\u0644 \u0631\u062d\u0644\u0629 \u0639\u0645\u064a\u0644\u0643 \u064a\u062f\u0648\u064a\u064b\u0627\u061b \u0631\u0628\u0645\u0627 \u0645\u0646 \u062e\u0644\u0627\u0644 \u0631\u0633\u0645 \u062a\u062e\u0637\u064a\u0637\u064a \u0639\u0644\u0649 \u0633\u0628\u0648\u0631\u0629 \u0623\u0648 \u0645\u062e\u0637\u0637 \u062a\u0641\u0627\u0639\u0644\u064a \u0628\u0633\u064a\u0637.<\/span><\/li>\n<\/ol>\n
    \"\u0631\u062d\u0644\u0629
    \u0639\u0646\u0627\u0635\u0631 \u062e\u0631\u064a\u0637\u0629 \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644<\/figcaption><\/figure>\n

    \u0643\u064a\u0641 \u0646\u062d\u062f\u062f \u0631\u062d\u0644\u0629 \u0627\u0644\u0639\u0645\u064a\u0644 (Customer Journey) \u0628\u0634\u0643\u0644 \u0623\u0643\u062b\u0631 \u0641\u0639\u0627\u0644\u064a\u0629\u061f<\/span><\/h2>\n

     <\/p>\n

    \u0625\u0644\u064a\u0643 \u0647\u0630\u0647 \u0627\u0644\u0646\u0635\u0627\u0626\u062d \u0627\u0644\u0628\u0633\u064a\u0637\u0629 \u0644\u062a\u0636\u0645\u0646 \u062d\u0635\u0648\u0644 \u0639\u0645\u0644\u0627\u0626\u0643 \u0639\u0644\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u062a\u064a \u064a\u062d\u062a\u0627\u062c\u0648\u0646\u0647\u0627 \u0648\u0627\u0633\u062a\u0645\u062a\u0627\u0639\u0647\u0645 \u0628\u0631\u062d\u0644\u0629 \u062a\u062c\u0639\u0644\u0647\u0645 \u064a\u0639\u0648\u062f\u0648\u0646 \u0625\u0644\u064a\u0643 \u0645\u0631\u0629 \u0623\u062e\u0631\u0649 \u0648\u062b\u0627\u0644\u062b\u0629 \u0648\u0631\u0627\u0628\u0639\u0629:<\/span><\/p>\n