ClearAction

B2B Customer Journey Maps: New Wisdom

" Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who want to see substantive improvements in customer experience. Use these factors to apply new wisdom to your customer experience journey mapping. Here’s a 3-step approach that bucks mainstream practice and makes [...]

  • Customer Journey Mapping: Apply Insights Everywhere

    " Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]

  • Customer Journey Mapping: Apply Insights Everywhere

    " Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. While the sponsoring organization may feel like their hands are full in applying the journey map findings to their corner of [...]

  • Customer Experience Management is More Than Engagement

    " This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The characteristic defined in this article is: Duration — Customer experience encompasses the point from which customers become aware they have a need until they say that need is extinct. [...]