Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much a customer feels that they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand becomes part of a customer’s life. One of the best tools for examining engagement is the customer journey map.As the Cherokee tribe used to say; “Don’t.