For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. What Are B2B Customer Journey Touchpoints?ī2B customer journey touchpoints are occasions when business customers interact with a brand. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. First, we’ll look at what customer journey B2B touchpoints are and which ones are most critical in the B2B customer journey. In this article, we’ll cover what you need to know about B2B customer journey touchpoints and how to plan them out to deliver tremendous customer success. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.
By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. B2B Customer Journey Touchpoints: A Guide for CS Teamsī2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.
