Mapping B2B customer journeys is undoutbedly a trickier proposition than mapping B2C customer journeys. On this week's episode of CX Cast, Tony Costa and TJ Keitt join us to describe the complexity of mapping B2B customer journeys, the different roles within clients - buyers, users, influencers - and the different roles on the delivery side - employees, partners, sales & success management - just to name a few. They also tell us how to overcome these challenges.
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Relevant Forrester Research:
The Top 5 Challenges To Mapping B2B Customer Journeys
The 7 Steps Of Highly Effective Journey Mapping |
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