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B2B customers, like B2C customers, have changed rapidly in recent years. Customers now use technology to find, evaluate, buy, use, and dispose of products and services. Sellers frequently struggle to deal with changes. Buyer behavior is constantly evolving. Customer journey mapping is essential for a selling organization to keep up with changing customer preferences.
In B2B, journey mapping becomes complicated and perplexing. Our method of mapping the B2B customer journey focuses on the customer's decisions. For instance, a decision to speak with you, a purchase decision, a decision to accept the product, a decision to use the product, and a decision to continue or expand the business relationship. There are many different journeys by many different people throughout the customer life cycle. A B2B map, as opposed to a B2C map, should include multiple decision makers, roles, influences, and decision processes.
This is our area of expertise.
Our engagement process is designed to produce the best results in the least amount of time.
We begin by comprehending the customer life cycle. We define decisions made by different people at different times within the customer life cycle. We approach each of these decisions as a journey. We find that this works faster and easier than trying to map the entire customer journey at once.
We investigate those people (personas) in order to fully comprehend their desires, conflicts, and dilemmas.
We can then ask questions like "how can you assist the customer?" "what kind of communication channel do you require?" "what message do you need to deliver?" and so on.
The results of customer journey mapping should be extremely illuminating. Throughout the process, your team(s) should have a shared understanding of your customer.
This is our area of specialization. Please contact us to discuss.
