How to increase market share
More and more B2B companies are looking to implement digital solutions.
However, initial efforts tend to focus the use of digital solutions on internal cost and process efficiencies, and less on innovating around sales and the customer experience - and this where the real growth is. Thinking of how consumers behave in the digital world.
Your customers don’t want digital versions of the same manual processes. They search, download, play and listen to music all in one go, so why should their online work experience still make them perform separate steps for searching, pricing, quotation, purchasing, invoicing, delivery and payment?
Companies that succeed at digital adoption recognise that they must re-map and digitise entire customer journeys. These are the beginning to end processes that customers experience in getting the product or service they need, across whatever channels they choose. Streamlined, simplified journeys show impressive results quickly - usually on several fronts at once.
From the beginning, your company needs a consistent way to describe what customers should experience across all journeys that they may undertake with your company. You should ask yourself, what steps do my prospects take in becoming new customers. This “Customer Journey Experience” will be unique to your company and will define your digital marketing strategy, branding and competitive positioning into practical guidelines that support implementation.
An accurate, detailed and well-defined customer journey map is a must for being able to provide a solid foundation for an inbound marketing campaign.
Defining the customer journey is just one useful aspect of business marketing that will help you grow your customer base and increase your sales.
You can define your customer journey map yourself without spending money on external specialists, consultants, or agencies. After all who knows your customers better than you?