The activity refocuses on those present and it is therefore difficult to be able to maintain the pace with a high number of requests, which has an impact on the customer journey and therefore on customer satisfaction. Where to start when you want to optimize your Customer Journeys in B2B? include all services in the customer journey map We cannot apply in B2B everything that we apply in B2C because the customer journeys are more complicated. Indeed, a B2B journey there are prescribers, decision-makers, users, integrators and buyers in the company.
At all levels to secure it
It is therefore essential to set up creativity while differentiating the need from the desire as well as the setting up of a participative management. By moving Jordan Email List from B2C to B2B, we consolidate knowledge to better understand, respond, serve, anticipate and by exposing ourselves more through digitalization to make the customer more autonomous and more productive by optimizing the customer experience at all levels to secure it. and by promoting it by making it an ambassador. All of this leads to Agile relationship marketing with a 360 degree view. By optimizing the customer journey through Customer Experience Management to Know, analyze, understand and predict its market potential through business intelligence datamining.
The center of the company
Respond, sell, serve, communicate, assist and build loyalty with tools (CRM / PRM / EPL) For me, it is essential to place the customer at the center of BI lists the company, because if he does not have the possibility of finding a solution quickly to a major problem, his situation can become critical. In these moments of truth (all the time), the client should not feel neglected, or even betrayed. It is therefore necessary to avoid the “Flop” effects by first passing through the mastery of the tools of service excellence and it is also to identify, at each stage of the customer journey, the malfunctions. For this, we can rely on customer feedback by setting up customer listening systems (voice of the customer) such as surveys measuring the NPS (Net Promoter Score – see the methodology on this link ).