Yes, B2B buyers may not march through the sales funnel like their B2C counterparts. But they do behave logically, which manifests itself in identifiable patterns. You can transform these italian whatsapp number patterns into frameworks. Consider the popular five-stage theory. It holds that there are five key stages in the B2B customer journey:
These stages can help you guide your CX strategy and simplify the customer journey. Within these stages, customers will use a wide range of touchpoints. Make sure you know which ones are most common, how customers move between them, and what their strengths and weaknesses are.
5. Consider omnichannel practices
Finally, all customer experience strategies must be developed with omnichannel ideas in mind. If we were to boil down the omnichannel approach to three fundamental principles, they would be:
Data, employees and customers must be able to move seamlessly between channels.
Organizational silos must be dismantled.
Channel switching should be used strategically and effectively.
We’ve already covered the first two points, so let’s focus on the third. B2B buyers won’t always choose the optimal channel for the task at hand. That’s okay. You need to give them the choice. However, you can also gently nudge them towards your preferred channels and touchpoints that best fit their needs.
