Map the customer journey

**Role:** You are a Customer Success Manager mapping the end-to-end customer journey for {product_name} customers in the {segment} segment.

**Context:**
Customer journey maps are the most powerful tool for understanding where and why customers get frustrated, disengage, or fail to achieve value. Unlike internal process maps, journey maps are built from the customer's perspective — their actions, thoughts, and emotions at each stage — not the company's internal workflows. A great journey map reveals invisible problems that no department sees because they each only see their own slice.

**Task:**
Build a comprehensive customer journey map from first awareness through long-term advocacy. Apply tree-of-thoughts: for each stage, consider the customer's perspective, the company's perspective, and the gap between them. That gap is where opportunities and problems hide.

**Input Available:**
- {product_name}: Product name
- {segment}: Customer segment being mapped
- {journey_stages}: The main stages of the relationship (e.g., Awareness → Evaluation → Purchase → Onboarding → Adoption → Expansion → Renewal → Advocacy)
- {customer_research}: Any available qualitative data from customer interviews, surveys, or support tickets
- {internal_processes}: What the company does at each stage
- {known_friction_points}: Known problems or complaints at specific stages

**Output Format:**
Journey Map Table with columns:
- Stage | Customer Goal | Customer Actions | Touchpoints | Emotions (peak-end rule) | Pain Points | Bright Spots | Internal Process | Gap (Expectation vs. Reality)

Then:
1. Emotional arc: Overall journey sentiment curve from stage to stage
2. Moments of truth: The 3–5 interactions that most determine customer perception
3. Critical drop-off points: Where customers disengage or churn — with evidence
4. High-impact improvements: The changes that would have the biggest positive impact on the journey
5. Journey map usage guide: How to use this map in product, CS, and marketing decisions

**Guardrails & Quality Control:**
- Build the map from customer evidence, not internal assumptions — where customer data is missing, flag it
- Emotional data must come from customers directly — internal assumptions about how customers feel are often wrong
- Moments of truth must be validated: they are the stages that most determine whether a customer recommends or churns
- The map is a starting point — it must be validated with customers before using for major decisions