Do we really have to spend so much time defining customer personas? The question came up during a recent customer journey mapping workshop with a B2B organization. Some considered the amount of time ...

Many B2B companies have recognised the importance of creating detailed maps of their organisational structure. These maps usually set out the organisation’s processes, who reports to whom, IT systems ...

According to the wisdom of this episode's guest, Pam Didner, the customer journey is best approached by B2B marketers not from the customer's perspective but from consideration of the touchpoints they ...

The business to business (B2B) customer journey is far from linear and straightforward. On occasions, it can get really messy. This is when a potential customer could give up and abandon the customer ...

Businesses are changing the way they analyse their marketing tactics. This is a slow process in a complex area but in simple terms, the smartest companies no longer view customers as being at the ...

Learn how to strategically influence B2B SaaS customer journeys with the right keyword analysis and content tagging for SEO. This article builds on my previous one, emphasizing the importance of ...

Marketing performance management company Hive9 unveiled a new solution designed to automate the journey mapping process for B2B organizations. The solution analyzes a variety of customer journeys and ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From a ...

Customer journey mapping has been a hot topic for some time. Trying to understand how the customer interacts with the brand or company—the touchpoints—can ideally help marketers better understand ...

Just how important is it that businesses understand how customers interact with or feel about them, or be able to identify the "moments that matter" in customer interactions? Well, without that ...

A customer journey map is a visual representation of every interaction between you and your customers. Proper customer journey mapping can make a huge difference in conversions and help you create a ...

The modern B2B buyer's journey is fraught with poorly performing sites, ill-planned user experiences, and half-baked solutions. A whopping 97 percent of B2B buyers report experiencing a pain point ...