Customer journeys encompass the entire combination of touchpoints in a customer’s engagement with a supplier and hence a complete set of experiences and interactions, as the customer moves along a buying decision path. Journeys occur across multiple platforms and environments and journey performance is strongly linked to sales success and cost effectiveness.
The B2B procurement cycle has grown significantly more complex over the past few years. Before making a purchase decision, customers engage with suppliers and their offerings through many different channels over an extended period of time. According to studies, potential customers have completed at least 66% of their buying research prior to even contacting potential suppliers.
We help our clients chart customer journeys based on data about actions and behavior, enabling companies to better understand real customer needs far quicker. This allows them to redefine customer engagement for advantage and take action to impact buyer decision making in their favor. We work with our clients to shape powerful customer journeys, create seamless and compelling interaction experiences and fine-tune, differentiate or even personalize their message.