Home > Customer Insight >Customer Journey Mapping Can Help Generate Revenue

An understanding of the effect that the aftermarket services has on satisfaction and post behavioural intentions is extremely important as it not only allows companies to differentiate their offering, develop another revenue stream but most important of all, it allows a company to strengthen the relationship they have with the customer in the long-run. The reason this is extremely important in business to business markets is because a customer is often at arm’s length from dealing direct often through distributor channels.

Customer Journey Mapping is therefore often the starting point for mapping the whole b2b customer experience so that each customer interaction is identified at each stage of the journey along the value chain including for the after-sales side of the service. Through measurement of satisfaction at each touch point an understanding of service delivery can be mapped and closer management of lifetime value of a customer and therefore key revenue generators can be ascertained along the value chain; often especially around aftermarket services.

B2B International can help your business with customer journey mapping and we can help increase the value you get from your customers.

For more information on understanding the value chain of derived demand visit: the white papers section of our website

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

Our industry expertise

We implemented many new communication, learning and relationship building tools as a result of your work with us - these have been very successful and satisfaction levels are probably at their highest ever levels.

Air Products

B2B International did a great job in what was a specialist and difficult study to bring clarity and useful recommendations.

Akzo Nobel