Demystifying the Customer Journey Map
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This webinar discusses demystifying the customer journey map. It provides an overview of the key differences between mapping B2B versus B2C customer journeys. B2B journeys typically involve multiple personas, a lengthy sales cycle with many people involved, higher monetary value relationships, and complex customized products. B2C journeys usually involve a single persona, a shorter sales cycle and duration, a large target market, and generalizable products. Exceptions can occur for complex B2C products like mortgages and simple B2B products like office supplies. The webinar encourages participants to submit questions and provides resources on customer journey mapping from GetFeedback.
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This PPT deck displays twenty two slides with in depth research. Our Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Journey Mapping For Organization Powerpoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. https://bit.ly/34xOcQv
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Demystifying the Customer Journey Map
- 1. Demystifying the Customer Journey Map Hosted by GetFeedback and featuring Forrester Research
- 2. ∙ This webinar is being recorded and we’ll send you the slides afterwards. ∙ We encourage you to ask questions. Please submit them in the Q&A box. ∙ If we can’t get to your question during the live Q&A, we will make sure to follow up via email. ∙ At the end of the webinar there will be a short survey, please take a moment to fill this out. Housekeeping
- 3. About GetFeedback GetFeedback powers brands with the customer feedback solution they need to exceed customer expectations. Whether implemented through Salesforce or as a standalone application, GetFeedback provides brands with key metrics that help them spot trends and take action to deliver an exceptional customer experience.
- 4. About Our Speakers Kelly Price CX Analyst Featured Speaker Forrester Research Sara Stafforni Head of CX Content GetFeedback Sateja Parulekar Head of Product Marketing GetFeedback
- 35. B2B vs. B2C Customer Journey Mapping
- 36. B2B B2C ● B2B: Multiple personas in one journey requires a customization. ● B2C: One persona in one journey map allows for more generalization. Custom General Customer Feedback ● B2B: Lengthy cycle, high volume of people involved, niche target market, and multiple personas. ● B2C: Short cycle, large target market, and single persona. High LowInvolvement ● B2B: Relationships can last years or decades so they tend to be of higher monetary value. ● B2C: Larger target market and sometimes smaller purchase value. Higher LowerValue ● B2B: Multiple personas—unique business needs and behaviors. ● B2C: Singular persona—personal characteristics that influence buying behavior. Multiple SingularPersona ● B2B: 1-3 months; 80% of sales cycles involve up to 6 people. ● B2C: One day or as little as a few minutes.Longer ShorterDuration The exception to the guidelines above: Complex B2C products (ex: mortgage) and simple B2B products (ex: buying office supplies).
- 43. Questions For Our Speakers? Please submit your questions in the Q&A box. Want more resources on Customer Journey Mapping or CX? Visit www.getfeedback.com/resources for: ● Your Guide to Customer Journey Mapping (examples + free template) ● How to Identify Weaknesses in Your Customer Journey Map And much more...
- 44. Thank You www.getfeedback.com [email protected] 888-684-8821
Editor's Notes
- #5: .