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Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox?

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Via Marteq

Today's b-to-b CMOs must go beyond just customer acquisition to unite all customer interactions into a common consistent experience. Why now? Because b-to-b customers are increasingly wearing their b-to-c hats to the office, expecting to find Amazon-like experiences that will make or break how they view your brand. In fact, customer experience (CX) is playing an increasingly powerful role at each phase of the customer lifecycle, blurring the lines between the brand and CX.

"So what's a savvy b-to-b CMO to do? While in a recent Forrester survey only 43% of CMOs told us that they owned customer experience in their organization, it's time for b-to-b CMOs to step up and accept responsibility for defining the customer experience across the enterprise. To keep customer engagement high throughout the entire relationship with the firm, CMOs must implement strategies that extend the brand promise across all touchpoints with a consistent and exceptional customer experience. Success will require CMOs to use customer experience methodology and tools -- as well as customer understanding -- to merge brand, marketing, and companywide functional interactions into a unified customer experience strategy."

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Via Marteq