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 ...

The Customer Journey is a seven-step guideline used by businesses to help them provide the right messaging at the right time as their customers engage in purchasing decisions. In B2B marketing, it ...

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 ...

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 ...

Need to build a customer journey map for your business? CMSWire interviewed practitioners and experts to shed light on how best to approach your first customer journey map. Customer journey mapping ...

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 ...

Journey mapping isn’t new, but the process for creating these maps has come to the fore in the past year, and analysts predict that will increase in 2017. “It’s been gaining momentum over the last ...

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 ...

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 ...

Some B2B companies are still struggling to get their customer journey management initiatives off the ground. A few steps to get started. Customer journey management and orchestration started as 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 ...