02/22/2024
One of the best ways to improve your B2B customer experience is through . Especially in the enterprise game, where customer journeys may be lengthy and complicated.
And building a map is only half the task. You need some fundamental ideas to support it.
๐๐ญ๐๐๐ฅ ๐ญ๐ก๐๐ฌ๐ ๐ฌ๐ญ๐ซ๐๐ญ๐๐ ๐ข๐๐ฌโmake Customer Journey Mapping work in the game:
1. First off, CJM needs to be woven into the fabric of your organization. That means ๐ฎ๐ฌ๐ข๐ง๐ ๐๐๐ ๐ข๐ง๐ฌ๐ข๐ ๐ก๐ญ๐ฌ ๐ญ๐จ ๐ฌ๐ก๐๐ฉ๐ ๐๐ฏ๐๐ซ๐ฒ๐ญ๐ก๐ข๐ง๐ , from your products to your marketing efforts.
2. Next up, it's not just about what you sell, but ๐ก๐จ๐ฐ ๐ฒ๐จ๐ฎ ๐ฆ๐๐ค๐ ๐ฒ๐จ๐ฎ๐ซ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ๐ฌ ๐๐๐๐ฅ. Customer Experience is what keeps them, say, renewing that subscription.
3. We should deliver seamless experiences at every touchpoint. ๐๐ฌ๐ญ๐๐๐ฅ๐ข๐ฌ๐ก ๐ญ๐ซ๐๐ง๐ฌ๐ฉ๐๐ซ๐๐ง๐ญ ๐๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐๐๐ญ๐ข๐จ๐ง ๐๐ก๐๐ง๐ง๐๐ฅ๐ฌ ๐๐๐ญ๐ฐ๐๐๐ง ๐ญ๐๐๐ฆ๐ฌ and stakeholders and foster a culture of shared objectives.
4. And to stay flexible, implement ๐ ๐ฌ๐ฒ๐ฌ๐ญ๐๐ฆ ๐๐จ๐ซ ๐ช๐ฎ๐ข๐๐ค ๐๐ก๐๐ง๐ ๐ ๐ข๐ญ๐๐ซ๐๐ญ๐ข๐จ๐ง on products or services based on customer feedback.
5. Finishing, keep in mind that CJM isn't just guesswork. Integrate ๐๐๐ญ๐ ๐๐ซ๐จ๐ฆ ๐ฏ๐๐ซ๐ข๐จ๐ฎ๐ฌ ๐ฌ๐จ๐ฎ๐ซ๐๐๐ฌ ๐ญ๐จ ๐ฌ๐๐ ๐๐จ๐ฆ๐ฉ๐ฅ๐๐ญ๐ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ ๐ฉ๐ซ๐จ๐๐ข๐ฅ๐๐ฌ. Dive into customer behavior and preferences. And use that info to fix any pain points along the way.
We see that thoughtful can be transformative for enterprises. It gives you a comprehensive understanding of customer interactions, pain points, and preferences, which opens new doors to enhancing effectively.
๐ญ Have you integrated CJM with internal or external teams? What tools have you used for mapping out customer journeys? Share in the comments!
