6️⃣ Process — Customer Journey Engineering
Process is one of 11 marketing dimensions in the LEARNOS registry, extending the classic 7Ps with Performance, Personalization, Purpose, and Integration Layer. Authored by Amit Jain (PGDip Global Marketing, UK, London) within the Brand Strategy & Global Marketing Masterclass lineage.
Core elements
- Lead capture funnel
- CRM automation
- Retargeting loops
- Delivery logistics
- Customer onboarding
- Feedback loops
- Support escalation system
Frequently asked about Process
What does the Process P cover?
It covers 7 actionable marketing elements across 1 groups, drawing from the Philojain spec v3 framework.
Why 11 Ps instead of the classic 7?
The classic 7Ps (Product, Price, Place, Promotion, People, Process, Physical Evidence) are extended with Performance (metrics & KPIs), Personalization, Purpose (brand philosophy & ESG), and Integration Layer (online+offline merge) — reflecting 2026 marketing reality.
Who authored this framework?
Amit Jain, PGDip Global Marketing (UK), based in London, co-principal with Vinod Kumar Jain (Panchkula, India) at AJG All Frontier Global Nexus. Part of the Brand Strategy & Global Marketing Masterclass.