{"id":3870,"date":"2021-05-26T09:29:39","date_gmt":"2021-05-26T09:29:39","guid":{"rendered":"https:\/\/news.sap.com\/spain\/?p=3870"},"modified":"2023-10-16T16:20:08","modified_gmt":"2023-10-16T16:20:08","slug":"que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra","status":"publish","type":"post","link":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/","title":{"rendered":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra"},"content":{"rendered":"<p class=\"lead\">La <strong>experiencia del cliente<\/strong> se vuelve cada vez m\u00e1s relevante dentro de las estrategias de diferenciaci\u00f3n competitiva de las empresas. Entre todas las diferentes fases y procesos de esta planificaci\u00f3n, el <em><strong>customer journey<\/strong><\/em> se ha convertido en la piedra angular para los ejecutivos y departamentos de Administraci\u00f3n de Relaciones con el Cliente (CRM).<\/p>\n<h2>\u00bfQu\u00e9 es el <em>customer journey<\/em>?<\/h2>\n<p>El <em>customer journey<\/em> se refiere a la experiencia completa de un cliente con una organizaci\u00f3n o empresa. Este t\u00e9rmino abarca todas las interacciones del cliente a trav\u00e9s de todos los canales y los puntos de contacto durante cada una de las <strong>etapas del ciclo de vida del cliente<\/strong>, desde el conocimiento hasta la retenci\u00f3n.<\/p>\n<p>Dentro de los conceptos de marketing, existe cierta ambig\u00fcedad entre <em>customer journey<\/em> y experiencia del cliente (CE), pues son t\u00e9rminos que est\u00e1n bastante relacionados. A grandes rasgos, entre las mayores <strong>diferencias entre <em>customer journey<\/em> y experiencia del cliente<\/strong> podr\u00edan se\u00f1alarse las siguientes:<\/p>\n<ul>\n<li><strong>El <em>customer journey<\/em> es lo que el cliente hace en cada fase de su ciclo de vida<\/strong>.<\/li>\n<li><strong>La experiencia del cliente se refiere a c\u00f3mo el cliente se siente sobre el completo ciclo de vida<\/strong>.<\/li>\n<\/ul>\n<h2>C\u00f3mo planificar el <em>customer journey<\/em> y dise\u00f1ar la experiencia de compra<\/h2>\n<p>Para mejorar la experiencia de compra de los clientes, adem\u00e1s de <a href=\"https:\/\/www.sap.com\/spain\/products\/crm.html\" target=\"_blank\" rel=\"noopener\"><strong>usar software CRM<\/strong><\/a>, los departamentos de CE suelen planificar con detalle el<em> customer journey<\/em>, diferenciando tres procesos importantes a tener en cuenta:<\/p>\n<ul>\n<li><strong>Dise\u00f1ar e ilustrar el ciclo de vida<\/strong> del <em>customer journey<\/em>.<\/li>\n<li><strong>Identificar y relacionar los puntos de contacto entre la empresa y el cliente<\/strong>.<\/li>\n<li>Analizar las <strong>diferencias y errores entre las expectativas y las estrategias reales<\/strong>.<\/li>\n<\/ul>\n<h2>Las cinco etapas del <em>customer journey<\/em><\/h2>\n<p>Existen <strong>cinco etapas del <em>customer journey<\/em><\/strong> dentro de la primera fase del proceso de planificaci\u00f3n de compra. Estas etapas est\u00e1n relacionadas intr\u00ednsecamente con los periodos en los que el cliente tiene <strong>contacto directo con la empresa<\/strong> antes, durante y despu\u00e9s de la compra.<\/p>\n<h3>1. Descubrimiento<\/h3>\n<p>Durante la etapa de conciencia o descubrimiento, <strong>se le informa al cliente de que existe un producto o servicio para cubrir su necesidad<\/strong>. No se suele incitar a la compra ni se segmenta al usuario. Los canales online de amplio alcance y las redes sociales suelen utilizarse durante esta fase.<\/p>\n<h3>2. Consideraci\u00f3n<\/h3>\n<p>Esta es la fase del <em>customer journey<\/em> en la que <strong>el cliente est\u00e1 dispuesto a realizar una compra<\/strong>. Entonces empieza a analizar las diferentes opciones posibles. En esta etapa, se deber\u00eda informar al cliente del producto o servicio que se le ofrece, buscando la diferenciaci\u00f3n del resto de opciones gracias a estrategias publicitarias informativas, con mensajes incentivadores m\u00e1s directos.<\/p>\n<h3>3. Proceso de decisi\u00f3n de compra<\/h3>\n<p>En esta etapa el cliente ya ha tomado contacto con la empresa y el producto y ha decidido realizar la compra. En el \u00e1mbito online, <strong>es primordial tener un software y soporte t\u00e9cnico que agilice y facilite la operaci\u00f3n<\/strong>, ya que el usuario puede ser bastante reticente durante esta fase.<\/p>\n<h3>4. Retenci\u00f3n<\/h3>\n<p>Cuando el cliente ha realizado el <strong>proceso de compra<\/strong>, el <em>customer journey<\/em> empieza su <strong>proceso de post-venta<\/strong>. Durante la fase de retenci\u00f3n, se busca mantener el contacto con el cliente para mejorar la experiencia de compra y fomentar futuras transacciones. <strong>La fidelizaci\u00f3n es el m\u00e1ximo objetivo de esta etapa<\/strong>.<\/p>\n<h3>5. Recomendaci\u00f3n<\/h3>\n<p>Cuando la experiencia del cliente es satisfactoria y se han cumplido todas las metas del <em>customer journey<\/em>, el mismo cliente se transforma en un <strong>elemento proactivo para la captaci\u00f3n de nuevos clientes.<\/strong> Las recomendaciones en redes sociales, las clasificaciones y las cr\u00edticas en plataformas online son importantes durante la etapa de recomendaci\u00f3n.<\/p>\n<p>El <em>customer experience<\/em> es cada vez m\u00e1s relevante en las empresas. La forma de sacar la <strong>m\u00e1xima rentabilidad a la experiencia del cliente<\/strong> es mediante an\u00e1lisis y reportes que midan su eficacia real. <strong>麻豆原创<\/strong> cuenta con diferentes <a href=\"https:\/\/www.sap.com\/spain\/products\/crm\/products.html#active_tab=item_1606387699219\" target=\"_blank\" rel=\"noopener\">servicios de <em>customer journey map<\/em><\/a> que har\u00e1n la planificaci\u00f3n de estrategias m\u00e1s f\u00e1ciles y productivas.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><a href=\"https:\/\/www.instagram.com\/sapspain\/\">Instagram<\/a>\u00a0\/\u00a0<a href=\"https:\/\/www.facebook.com\/麻豆原创\/\">Facebook<\/a>\u00a0\/\u00a0<a href=\"https:\/\/twitter.com\/sapspain?lang=es\">Twitter<\/a>\u00a0\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/sap\/\">LinkedIn<\/a><\/p>\n<hr \/>\n<p>\u00a9 2020 麻豆原创 SE. All rights reserved. 麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see\u00a0<a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a>\u00a0for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La experiencia del cliente se vuelve cada vez m\u00e1s relevante dentro de las estrategias de diferenciaci\u00f3n competitiva de las empresas. Entre todas las diferentes fases&#8230;<\/p>\n","protected":false},"author":3372,"featured_media":3793,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[56724,5563370],"tags":[5562988,5562972],"sapn-display":[5563695,5563693,60294],"sapn-type":[5562504],"class_list":["post-3870","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cliente","category-crm-y-experiencia-del-cliente","tag-crm-y-customer-experience","tag-customer-experience","sapn-display-articulo-hero","sapn-display-articulo-spotlight","sapn-display-topic-hero","sapn-type-articulo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.8 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra - 麻豆原创 Espa\u00f1a News Center<\/title>\n<meta name=\"description\" content=\"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra\" \/>\n<meta property=\"og:description\" content=\"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/\" \/>\n<meta property=\"og:site_name\" content=\"麻豆原创 Espa\u00f1a News Center\" \/>\n<meta property=\"article:published_time\" content=\"2021-05-26T09:29:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-16T16:20:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"5600\" \/>\n\t<meta property=\"og:image:height\" content=\"3737\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"麻豆原创 Espa\u00f1a\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"麻豆原创 Espa\u00f1a\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/\"},\"author\":{\"name\":\"麻豆原创 Espa\u00f1a\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/#\\\/schema\\\/person\\\/4573e2beeb96fc44e819e7f7b2923465\"},\"headline\":\"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra\",\"datePublished\":\"2021-05-26T09:29:39+00:00\",\"dateModified\":\"2023-10-16T16:20:08+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/\"},\"wordCount\":752,\"image\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/files\\\/2021\\\/04\\\/26\\\/280820_GettyImages-551985335_super_low.jpg\",\"keywords\":[\"CRM y Customer Experience\",\"Customer Experience\"],\"articleSection\":[\"Cliente\",\"CRM y experiencia del cliente\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/\",\"url\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/\",\"name\":\"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra - 麻豆原创 Espa\u00f1a News Center\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/files\\\/2021\\\/04\\\/26\\\/280820_GettyImages-551985335_super_low.jpg\",\"datePublished\":\"2021-05-26T09:29:39+00:00\",\"dateModified\":\"2023-10-16T16:20:08+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/#\\\/schema\\\/person\\\/4573e2beeb96fc44e819e7f7b2923465\"},\"description\":\"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#primaryimage\",\"url\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/files\\\/2021\\\/04\\\/26\\\/280820_GettyImages-551985335_super_low.jpg\",\"contentUrl\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/files\\\/2021\\\/04\\\/26\\\/280820_GettyImages-551985335_super_low.jpg\",\"width\":5600,\"height\":3737,\"caption\":\"qu\u00e9 es el customer journey\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/2021\\\/05\\\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/#website\",\"url\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/\",\"name\":\"麻豆原创 Espa\u00f1a News Center\",\"description\":\"Noticias e informaci\u00f3n sobre 麻豆原创\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"es\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/#\\\/schema\\\/person\\\/4573e2beeb96fc44e819e7f7b2923465\",\"name\":\"麻豆原创 Espa\u00f1a\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/wp-content\\\/plugins\\\/wp-user-avatars\\\/wp-user-avatars\\\/assets\\\/images\\\/mystery.jpg\",\"url\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/wp-content\\\/plugins\\\/wp-user-avatars\\\/wp-user-avatars\\\/assets\\\/images\\\/mystery.jpg\",\"contentUrl\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/wp-content\\\/plugins\\\/wp-user-avatars\\\/wp-user-avatars\\\/assets\\\/images\\\/mystery.jpg\",\"caption\":\"麻豆原创 Espa\u00f1a\"},\"url\":\"https:\\\/\\\/news.sap.com\\\/spain\\\/author\\\/sapespana\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra - 麻豆原创 Espa\u00f1a News Center","description":"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/","og_locale":"es_ES","og_type":"article","og_title":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra","og_description":"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.","og_url":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/","og_site_name":"麻豆原创 Espa\u00f1a News Center","article_published_time":"2021-05-26T09:29:39+00:00","article_modified_time":"2023-10-16T16:20:08+00:00","og_image":[{"width":5600,"height":3737,"url":"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg","type":"image\/jpeg"}],"author":"麻豆原创 Espa\u00f1a","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"麻豆原创 Espa\u00f1a","Tiempo de lectura":"4 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#article","isPartOf":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/"},"author":{"name":"麻豆原创 Espa\u00f1a","@id":"https:\/\/news.sap.com\/spain\/#\/schema\/person\/4573e2beeb96fc44e819e7f7b2923465"},"headline":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra","datePublished":"2021-05-26T09:29:39+00:00","dateModified":"2023-10-16T16:20:08+00:00","mainEntityOfPage":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/"},"wordCount":752,"image":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg","keywords":["CRM y Customer Experience","Customer Experience"],"articleSection":["Cliente","CRM y experiencia del cliente"],"inLanguage":"es"},{"@type":"WebPage","@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/","url":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/","name":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra - 麻豆原创 Espa\u00f1a News Center","isPartOf":{"@id":"https:\/\/news.sap.com\/spain\/#website"},"primaryImageOfPage":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#primaryimage"},"image":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#primaryimage"},"thumbnailUrl":"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg","datePublished":"2021-05-26T09:29:39+00:00","dateModified":"2023-10-16T16:20:08+00:00","author":{"@id":"https:\/\/news.sap.com\/spain\/#\/schema\/person\/4573e2beeb96fc44e819e7f7b2923465"},"description":"La experiencia final del cliente har\u00e1 que su negocio triunfe. Conozca las claves del customer journey y c\u00f3mo dise\u00f1ar una experiencia de compra perfecta.","breadcrumb":{"@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/"]}]},{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#primaryimage","url":"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg","contentUrl":"https:\/\/news.sap.com\/spain\/files\/2021\/04\/26\/280820_GettyImages-551985335_super_low.jpg","width":5600,"height":3737,"caption":"qu\u00e9 es el customer journey"},{"@type":"BreadcrumbList","@id":"https:\/\/news.sap.com\/spain\/2021\/05\/que-es-el-customer-journey-y-como-disenar-la-experiencia-de-compra\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/news.sap.com\/spain\/"},{"@type":"ListItem","position":2,"name":"Qu\u00e9 es el customer journey y c\u00f3mo dise\u00f1ar la experiencia de compra"}]},{"@type":"WebSite","@id":"https:\/\/news.sap.com\/spain\/#website","url":"https:\/\/news.sap.com\/spain\/","name":"麻豆原创 Espa\u00f1a News Center","description":"Noticias e informaci\u00f3n sobre 麻豆原创","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/news.sap.com\/spain\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es"},{"@type":"Person","@id":"https:\/\/news.sap.com\/spain\/#\/schema\/person\/4573e2beeb96fc44e819e7f7b2923465","name":"麻豆原创 Espa\u00f1a","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/news.sap.com\/spain\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","url":"https:\/\/news.sap.com\/spain\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","contentUrl":"https:\/\/news.sap.com\/spain\/wp-content\/plugins\/wp-user-avatars\/wp-user-avatars\/assets\/images\/mystery.jpg","caption":"麻豆原创 Espa\u00f1a"},"url":"https:\/\/news.sap.com\/spain\/author\/sapespana\/"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/posts\/3870","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/users\/3372"}],"replies":[{"embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/comments?post=3870"}],"version-history":[{"count":0,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/posts\/3870\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/media\/3793"}],"wp:attachment":[{"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/media?parent=3870"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/categories?post=3870"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/tags?post=3870"},{"taxonomy":"sapn-display","embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/sapn-display?post=3870"},{"taxonomy":"sapn-type","embeddable":true,"href":"https:\/\/news.sap.com\/spain\/wp-json\/wp\/v2\/sapn-type?post=3870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}