Customer Journey MappingSmartsheetLimited native support
Using Smartsheet for Customer Journey Mapping
Spreadsheet-familiar interface makes adoption easy for teams transitioning from Excel — minimal training needed for basic use. When combined with Customer Journey Mapping, this makes Smartsheet a strong candidate for teams who want a structured, repeatable workflow without sacrificing flexibility. Customer Journey Mapping works best in Smartsheet when you leverage its core workflow features to implement the framework's key practices directly in the tool your team already lives in.
About Customer Journey Mapping
Customer Journey Mapping visualises the full customer experience — actions, touchpoints, and emotions — from initial awareness through to long-term advocacy or churn.
•Map from the customer's perspective, not the organisation's process view
•Capture emotional highs and lows alongside functional actions at each stage
•Identify Moments of Truth — interactions that disproportionately shape overall perception
•Ground the map in qualitative research, not internal assumptions
Which Smartsheet features matter for Customer Journey Mapping
Smartsheet has 0 of 2 core Customer Journey Mapping features natively.
Smartsheet at a glance
G2 Score
4.4 / 5
Reviews
21k+
Free Tier
Yes
Starting Price
Free
Explore Customer Journey Mapping
Customer Journey Mapping full guide →Smartsheet with other methodologies
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