Understanding the steps a business customer takes when dealing with your organisation is the goal of customer journey mapping for B2B (business-to-business) companies. This comprises the consumer's initial knowledge of your business and its goods or services, research and evaluation, purchasing decisions, and evaluations following a purchase.
The steps listed below should be used when creating a customer journey map for a B2B business:
1- Determine the crucial client journey phases. These could include awareness, thought, choice, and post-purchase assessment.
2- Determine the interactions that a consumer has with your business at each stop along the way. This could involve using a website, sending emails, making phone calls, and attending in-person meetings.
3- Describe the objectives a customer has at each stop along the way. For instance, a customer can be trying to decide which product to buy during the decision stage or seeking information about your goods or services during the awareness stage.
4- Determine the difficulties and pain points a consumer might experience at each stop along the way. This could involve a challenge in accessing information, issues with contracts or pricing, or a challenge in receiving support after the purchase.
5- Make a graphic depiction of the customer journey that includes the touchpoints, objectives, and difficulties encountered at each stage. A mind map or a flowchart are only two examples of the tools that can be used for this.
6- Utilize the customer journey map to find areas where the customer experience may be improved. This could entail expanding the information on your website, expediting your sales procedure, or enhancing your customer service.
B2B businesses can better serve the demands of their business clients and create enduring partnerships by comprehending the customer journey and seeing areas for development.