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| b2b buyer journey mapping: Inside the Buyer's Brain Lee W. Frederiksen, Sylvia S. Montgomery, Aaron E. Taylor, Elizabeth Harr, 2013-09 |
| b2b buyer journey mapping: How Customers Buy...& Why They Don’t Martyn R. Lewis, 2018-08-15 Lewis makes a compelling argument that businesses must look beyond their own internal view of how something is sold, to the external reality of how customers actually buy. He asserts that no one buys anything because of a sales process; customers only buy because of their own buying process. And so, for all those whose livelihood depends upon successful revenue generation, the only rational course of action is to positively influence and effectively manage the end-to-end customer-buying journey. The simple failure of mousetrap logic—that is, the quality of the product or value proposition of the service is sufficient to convince customers to make a purchase—is at the heart of most revenue generation challenges today. How Customers Buy...and Why They Don’t shows that vendors are too often trying to solve the wrong problem, because customers actually do “get it,” they just don’t buy it. The book starts by explaining Outside-in Revenue Generation. It then decodes the six elements of the Customer Buying Journey DNA. It defines the nine Buying Concerns, any one of which can derail a purchase. It unveils the deceptively simple and elegant 4Q Buying Style Quadrant that unlocks the intricacies of how buyers actually think. The second section of the book explains what you can do about customers not buying your products or services. It reveals that there are only four things—Sales and Marketing Imperatives—that can be done to positively impact the market. It goes on to walk the reader through the development of the Market Engagement Strategy. The final section of the book translates the five components of the Market Engagement Strategy into actionable sales and marketing behaviors. |
| b2b buyer journey mapping: How Hard Is It to Be Your Customer? Jim Tincher, Nicole Newton, 2019-06-11 Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf. |
| b2b buyer journey mapping: Lean B2B Étienne Garbugli, 2022-03-22 Get from Idea to Product/Market Fit in B2B. The world has changed. Nowadays, there are more companies building B2B products than there’s ever been. Products are entering organizations top-down, middle-out, and bottom-up. Teams and managers control their budgets. Buyers have become savvier and more impatient. The case for the value of new innovations no longer needs to be made. Technology products get hired, and fired faster than ever before. The challenges have moved from building and validating products to gaining adoption in increasingly crowded and fragmented markets. This, requires a new playbook. The second edition of Lean B2B is the result of years of research into B2B entrepreneurship. It builds off the unique Lean B2B Methodology, which has already helped thousands of entrepreneurs and innovators around the world build successful businesses. In this new edition, you’ll learn: - Why companies seek out new products, and why they agree to buy from unproven vendors like startups - How to find early adopters, establish your credibility, and convince business stakeholders to work with you - What type of opportunities can increase the likelihood of building a product that finds adoption in businesses - How to learn from stakeholders, identify a great opportunity, and create a compelling value proposition - How to get initial validation, create a minimum viable product, and iterate until you're able to find product/market fit This second edition of Lean B2B will show you how to build the products that businesses need, want, buy, and adopt. |
| b2b buyer journey mapping: Never Lose a Customer Again Joey Coleman, 2018-04-03 Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the Acclimate stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the Adopt stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, Advocate, loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention. |
| b2b buyer journey mapping: Transforming the B2B Buyer Journey Antonia Wade, 2023-03-03 Boost lead generation, improve pipeline conversion and build loyalty with clients using this guide to designing a successful end-to-end B2B marketing buyer journey. Changes in B2B buying have heralded a new age of B2B marketing. Transforming the B2B Buyer Journey offers a new way of thinking that accommodates the many nuances in buyer behaviour. It provides a step-by-step guide to mapping the buyer journey, aligning channels, metrics and tactics according to their needs at each stage. The framework shows how to get more value out of brand investments, choosing and using technology and how to gauge return on investment. It also shows how to develop marketing as a real lever for business growth and how to reengineer marketing's relationship with sales. Written by a highly experienced and award-winning Chief Marketing Officer, as well as containing case studies and examples from organizations including PwC, Accenture, EY, Salesforce, ServiceNow and NCR, it features tips and templates as well as common pitfalls to avoid. This is an essential resource for ambitious B2B marketing professionals looking to achieve the competitive edge and change the traditional marketing relationship with buyers. |
| b2b buyer journey mapping: F the Funnel Jeff Pedowitz, 2021-05-25 MARKETING TEAMS ARE THE CREATIVE HEARTS OF ORGANIZATIONS. We bring products to life and connect them to living, breathing customers. Without us, our companies would crash and burn. And yet it often seems we don't get the respect--or the budgets--we deserve. Where is the love? The reason our companies don't love us is that they see us as cost centers rather than revenue centers. So how do we change that perception (and that reality)? How do we become provable, dependable sources of revenue? By changing our relationship with our customers. By turning them into raving advocates and long-term clients. We need to stop viewing customers through the lens of the traditional sales funnel. F the Funnel offers us a new model for thinking about the entire customer acquisition cycle--the Loop--which focuses on building relationships of trust rather than closing sales in a one-off way. |
| b2b buyer journey mapping: Digital Relevance A. Albee, 2018-11-02 Digital Relevance teaches readers the knowledge, strategies, and skills need to create content, instantly engage customers, and compel them to action by sharing ideas so seamlessly matched to each audience's context that they can't help but take next steps toward purchase. |
| b2b buyer journey mapping: Mapping Experiences James Kalbach, 2020-11-23 Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence |
| b2b buyer journey mapping: Be Your Customer's Hero Adam Toporek, 2015-04-22 On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need. |
| b2b buyer journey mapping: The Complete Guide to B2B Marketing Kim Ann King, 2015-03-23 To succeed at B2B marketing today, you must excel across all areas: from getting your message out, to generating demand, to enabling sales teams. New technologies and new techniques make excellence possible. Now, top B2B marketer Kim Ann King brings together all the best practices and tools you need to make excellence real. In The Complete Guide to B2B Marketing, King helps you succeed by focusing on the three pillars of cutting-edge B2B marketing: automation, personalization, and experimentation. Drawing on her pioneering experience at companies like Akamai and Open Market, King shows how to: Systematically assess your context and customer, via personas, profiles, and other powerful techniques Choose among today's panoply of marketing options, tools, and techniques Build a more agile B2B marketing organization, and link its goals more tightly to strategy More accurately estimate marketing spend and ROI Systematically optimize demand generation and many other key functions Leverage higher-value approaches to web/mobile, SEO, and customer community-building Gain more value from corporate standards and your creative services vendors Discover what worked and what didn't, and use this knowledge to improve more quickly You'll find comprehensive, actionable resources, including best-practices checklists for every tactic, vendor checklists for evaluating new marketing technologies, a complete corporate marketing plan outline, and a start-to-finish marketing communications case study. If you're a B2B marketer, you'll find The Complete Guide to B2B Marketing invaluable – whatever your company's size, product, service, or industry. |
| b2b buyer journey mapping: Influence Marketing Danny Brown, Sam Fiorella, 2013-04-29 Identify and Manage the Influence Paths That Convert Brand Awareness to Customer Acquisition! Today, you face a brutally tough, maddeningly elusive new competitor: the “wisdom of crowds.” Social media gives consumers 24x7 access to the attitudes and recommendations of their most engaged peers. These are the views that shape buying decisions. These are the views you must shape and use. Influence Marketing won’t just help you identify and enlist key influencers: it will help you manage the influence paths that lead consumers to buy. By sharing empirical evidence of hard-won lessons from pioneering influence marketers, Danny Brown and Sam Fiorella provide a blueprint that moves influence marketing beyond simple brand awareness and into sales acquisition and customer life time value measurement. They integrate new tools and techniques into a complete methodology for generating more and better leads—and converting them faster, at higher margins. • Put the customer—not the influencer—at the center, and plan influence marketing accordingly • Recognize where each prospect stands in the purchase life cycle right now • Clarify how your consumers move from brand preference to purchase • Identify key micro-influencers who impact decisions at every stage • Gain indispensable insights into the context of online relationships • Recognize situational factors that derail social media brand recommendations • Understand social influence scoring models and overcome their limitations • Re-engineer and predict influence paths to generate measurable action • Master the “4 Ms” of influence marketing: make, manage, monitor, measure • Transform influence marketing from a “nice-to-have” exercise into a powerful strategy Additional online resources can be found at www.influencemarketingbook.com |
| b2b buyer journey mapping: Unleash Possible Samantha Stone, 2016-10-03 Unleash Possible is a how-to guide for high-growth marketing in complex selling environments. Author Samantha Stone, the revenue catalyst, shows you how to initiate growth, and how to partner with sales to get the right results. |
| b2b buyer journey mapping: Choice Hacking Jennifer L. Clinehens, 2020-06-16 What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the right choice in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com |
| b2b buyer journey mapping: Outside in Harley Manning, Kerry Bodine, 2012 For readers of Delivering Happiness and The New Gold Standard--a revolutionary approach to understanding and mastering the customer experience from Forrester Research. |
| b2b buyer journey mapping: User Story Mapping Jeff Patton, Peter Economy, 2014-09-05 User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software |
| b2b buyer journey mapping: Woo, Wow, and Win Thomas A. Stewart, Patricia O'Connell, 2016-11-29 In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create Ahhh moments when the customer makes a positive judgment, and to avoid Ow moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them. |
| b2b buyer journey mapping: Customer Experience Management Bernd H. Schmitt, 2010-07-09 In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results. |
| b2b buyer journey mapping: Selling Above and Below the Line William Miller, 2015-02-11 Most salespeople work hard to become proficient in reaching the frontline managers in their markets. However, a salesperson who wishes to achieve long-lasting success with a client will learn how to also appeal to top-level executives from an “above the line” perspective. Master sales trainer Skip Miller shows how to simultaneously sell to both the frontline manager as well as the executive who is more concerned with profit/loss indicators such as ROI, time saved, risk lowered, and productivity improved – a strategy used by Google, Apple, Cisco WebEx, and other powerhouses. In Selling Above and Below the Line, you will learn how to: Create energy by including executives early in the sales process. Ask the right questions and pinpoint big-picture financial needs. Keep “below the line” managers from feeling bypassed. Uncover value propositions that target each set of decision-makers. Sales that seem locked in will stall or go dark. Customers who have been loyal to you suddenly back out of the relationship due to decisions made above the manager’s head. This often could have been avoided had the salesperson been intentional to sell both the technical and financial fit. In Selling Above and Below the Line, learn to effectively communicate both, leading to more successful and lucrative deals than ever before. |
| b2b buyer journey mapping: Account-Based Marketing For Dummies Sangram Vajre, 2016-04-25 Grow your account list with an effective account-based marketing strategy Buyers have changed the B2B marketing game. Account-Based Marketing For Dummies is here to give you the tools to transform your current approach to find, reach, and engage with your potential customers on their terms to meet their ever-changing demands. Packed with expert tips and step-by-step instructions, this book shows you how to analyze current data to identify the accounts with the biggest ROI opportunities and execute effective, account-specific techniques that get results. This practical guide takes the intimidation out of account-based marketing in today's highly digitized world. You'll be armed with the knowledge you need to increase your reach in real time, giving you greater exposure to other decision-makers and influencers within an account. You'll discover how, through a combination of marketing technology and online advertising, your messages can be displayed where and when your customers already engage online. Align your sales and marketing teams for greater success in your ABM efforts Analyze data to identify key accounts Target your messages for real-time interaction Integrate your campaign with marketing automation software If you're a member of a sales or marketing team already using a CRM tool who's looking to increase your reach, Account-Based Marketing For Dummies has you covered! Account-Based Marketing For Dummies clears away the confusion surrounding this much-hyped topic. It offers simple, direct explanations of what account-based marketing is, why it's important, and how to do it. Any business marketing professional will benefit from a look at this book. —David Raab, Founder at Raab Associates If you're reading this book and just getting started with ABM, welcome to the future of what b-to-b marketing can be: insight-led, technology-enabled and, above all, customer focused. Our clients are delighted with the business impact they deliver using account-based marketing, and you will be, too. —Megan Heuer, Vice President and Group Director, SiriusDecisions Like a Hollywood agent, marketing's job is to get sales the 'audition,' not the part. Account-based marketing is the key to maximizing the number of the 'right' auditions for your sales team, and Account-Based Marketing For Dummies explains how. —Joe Chernov, VP of Marketing at InsightSquared Ever-advancing marketing technology is enabling a new generation of sales and marketing strategies to thrive, changing the playing field for companies of all sizes. This modern wave of account-based marketing has tremendous potential to improve your business, and Sangram Vajre is an insightful and enthusiastic guide to show you how. —Scott Brinker, Author of Hacking Marketing Account-based marketing is shifting how businesses use customer insights to capture more upmarket revenue. This book teaches a new wave of data-driven marketers how to embrace an enlightened quality-vs-quantity approach and execute a scalable ABM strategy that delivers real results. —Sean Zinsmeister, Senior Director of Product Marketing, Infer The book may be titled '...for dummies', but ABM is proving to be a smart approach for B2B marketers charged with generating sales pipeline and acquiring and delighting customers. Use this book to help you get started and advance your account-based marketing strategies and tactics that will thrill your sales colleagues, executive team and customers alike. —Scott Vaughan, CMO, Integrate |
| b2b buyer journey mapping: The Wentworth Prospect John Smibert, Wayne Moloney, Jeff Clulow, 2021-08-24 It's part novel, part 'how-to', and it's everything you need to know about selling to big business. The Wentworth Prospect takes a deep dive into the high-stakes world of complex business-to-business selling. The story follows the fortunes of Sue Novak, a fledgling sales consultant, as she struggles to land the deal of her career. Her path to success is strewn with adversaries, corporate intrigue, power-plays and hidden agendas. Sue feels out of her depth. But she has an edge: a mysterious journal written by her dead mentor. The journal reveals a radical new sales framework named EDVANCE. Can Sue apply its wisdom in a real-life scenario? Can it guide her to success with The Wentworth Prospect? The novel comes with free access to an online companion that explains and explores the process and methods featured in the story. It's an invaluable reference for the modern salesperson, offering practical solutions for many real-world issues and challenges. It includes: A detailed look at the EDVANCE framework A free, downloadable card-based system for pin-pointing Stakeholder Archetypes A guide to mapping these Stakeholders, identifying their motivations and understanding their genuine levels of influence Guiding Stakeholders towards consensus Gaining early involvement in the Buyer's Journey Building your personal brand Guiding your customer to the solution they genuinely need, not the solution they think they want Harnessing the power of storytelling Getting the customer to 'sell themselves' on your offering The Wentworth Prospect is far more than just a good story. It's everything you need to know about landing the big deal. |
| b2b buyer journey mapping: Mapping Experiences Jim Kalbach, 2016-04-25 Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models |
| b2b buyer journey mapping: Buyer Personas Adele Revella, 2015-02-24 Named one of Fortune Magazine’s “5 Best Business Books” in 2015 See your offering through the buyer's eyes for more effective marketing Buyer Personas is the marketer's actionable guide to learning what your buyer wants and how they make decisions. Written by the world's leading authority on buyer personas, this book provides comprehensive coverage of a compelling new way to conduct buyer studies, plus practical advice on adopting the buyer persona approach to measurably improve marketing outcomes. Readers will learn how to segment their customer base, investigate each customer type, and apply a radically more relevant process of message selection, content creation, and distribution through the channels that earn the buyers' trust. Rather than relying on generic data or guesswork to determine what the buyer wants, the buyer persona approach allows companies to ask the buyer directly and obtain more precise and actionable guidance. Buyer personas are composite pictures of the people who buy solutions, services or products, crafted through a unique type of interview with the people the marketer wants to influence. This book provides step-by-step guidance toward implementing the buyer persona approach, with the advice of an internationally-respected expert. Learn who buys what, and why Understand your buyer's goals and how you can address them Tailor your marketing activities to your buyer's expectations See the purchase through the customer's eyes A recent services industry survey reports that 52 percent of their marketers have buyer personas, and another 28 percent expect to add them within the next two years – but only 14.6 percent know how to use them. To avoid letting such a valuable tool go to waste, access the expert perspective in Buyer Personas, and craft a more relevant marketing strategy. |
| b2b buyer journey mapping: F#ck Content Marketing: Focus on Content Experience to Drive Demand, Revenue & Relationships Randy Frisch, 2019-02-28 F#ck Content Marketing isn't a book forcontent marketers.Instead, it's for everyone in the organization who needs better context and direction for how to drive demand, revenue, and relationships with content. Truly effective companies (and marketers) create content experiences, drawing the customer into an immersive infinite scroll that mirrors the consumer experience of Netflix, Spotify, and other billion-dollar brands.Randy Frisch will push you to rethink how you approach content for complex buyer journeys. The current mindset is all about volume-the more content created, the better. But the reality is that almost 70 percent of content created within an organization is never used, and there's little point investing in content marketing if you're not leveraging the assets you create.In this book, Frisch unpacks the Content Experience Framework, arming your organization to deliver personalized experiences that leverage your content to engage your audiences at scale-as well as identify and ramp up the key players in your organization who need to own this process. |
| b2b buyer journey mapping: Value Proposition Design Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith, 2015-01-28 The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models. |
| b2b buyer journey mapping: B2B Marketing Uwe G. Seebacher, 2021-05-03 This unique book comprehensively presents the current state of knowledge, theoretical and practical alike, in the field of business-to-business (B2B) marketing. More than 30 of the best and most recognized B2B marketers address the most relevant theoretical foundations, concepts, tried and tested approaches and models from entrepreneurial practice. Many of those concepts are published for the first time ever in this book. The book not only builds on the existing classic literature for industrial goods marketing but also – and much more importantly – finally closes the gap towards the rapidly growing ecosystem of modern B2B marketing terms, instruments, products, and topics. Technical terms such as Account-Based Marketing, Buyer Journey, ChatBots, Content AI, Marketing Automation, Marketing Canvas, Social Selling, Touchpoint Sensitivity Analysis, and Predictive Intelligence are explained and examined in detail, especially in terms of their applicability and implementation. The book as a whole reflects the B2B marketing journey so that the readers can directly connect the content to their own experience and use the book as a guide in their day-to-day work for years to come. |
| b2b buyer journey mapping: Global Content Marketing: How to Create Great Content, Reach More Customers, and Build a Worldwide Marketing Strategy that Works Pam Didner, 2014-12-19 Engage Customers Around the World with Cross-Regional Content Marketing Technology has virtually erased national borders, forever transforming the way we reach and engage customers, as well as the way we search for and consume content. Global Content Marketing takes you step-by-step through the process of creating and refining your strategies to meet this new reality. LEARN HOW TO: Create content that engages people--regardless of their country and culture Identify key actions and strategies to apply to your projects Connect dots that others don't see and connect them in ways you never thought of before Content marketing across geographies is a diff erent animal. In this smart, practical, and authoritative book, Pam Didner has tamed this animal for all of us. -- DOUG KESSLER, Creative Director, Velocity A valuable guide to developing and distributing your global content effectively. -- NANCY BHAGAT, former VP, Global Marketing Strategy, Intel, and current Divisional CMO, TE Connectivity This book is the blueprint for engineering a modern scalable content marketing operation. -- PAWAN DESHPANDE, CEO, Curata “Finally the book that explores all critical aspects of global content marketing! Whether you are a small business or a Fortune 500 company, it is essential to understand the 4P’s developed by Pam Didner. Read it and take your content strategy to the whole new level. -- EKATERINA WALTER, author of Think Like Zuck and coauthor of The Power of Visual Storytelling |
| b2b buyer journey mapping: Jobs to Be Done Anthony W. Ulwick, 2016-10-25 Why do some innovation projects succeed where others fail? The book reveals the business implications of Jobs Theory and explains how to put Jobs Theory into practice using Outcome-Driven Innovation. |
| b2b buyer journey mapping: Farm Don't Hunt Guy Nirpaz, Fernando Pizarro, 2016-02-21 Across entire verticals of the economy the new normal is the recurring revenue business. Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success. Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance. As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment. In |
| b2b buyer journey mapping: Your Customer Creation Equation Brian Massey, 2012-07-01 Finally-a book that shows marketers how to truly achieve real results from their websites. Brian Massey, The Conversion Scientist, takes the mystery out of how to create high-performing sites. By walking the reader through five online formulas-aka customer creation equations-he shows you how to determine the best formula your own particular business structure and how to optimize it for stellar results. Key to this process is setting up a digital conversion lab, and Brian shows you how. Jam-packed with easy-to-understand equations for things like increasing your conversion rate and decreasing your abandonment rate-as well as practical strategies for attracting prospects, turning buyers into triers, and morphing buyers into loyal brand advocates-this book will enable anyone to stop hoping for success and start enjoying higher profits. The Advanced Curriculum in Visitor Studies gives readers additional guidance on how to really understand their targets and customers-an understanding that is at the heart of all successful websites, and businesses, everywhere. |
| b2b buyer journey mapping: B2B Content Marketing and Buyer Stage. How to Engage Website Visitors with Appropriate Content Kim-Cheyenne Greiner, 2020-10-26 Master's Thesis from the year 2018 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,2, Zurich University of Applied Sciences, language: English, abstract: This Master's thesis explores whether there are content stimuli that are best suited to a specific stage of the customers' buying cycle. In other words, is there a connection between the engagement of website visitors and their current stage within the buying cycle? To study this relationship, an external webpage of IBM and its sub-pages are used to analyze webpage visitors' click and scroll behavior and to assess their interest in the presented content assets. The exploratory investigation was undertaken based on three online surveys with a total sample of 234 participants. The age of classical advertising is over. The introduction of digital technology and the spread of the Internet have led to radical changes in the way companies meet the expectations and interests of their stakeholders. In digital communication, content marketing plays a major role in achieving business benefits. In fact, valuable B2B content marketing initiatives can drive website traffic, customer engagement, and inbound leads, which yield sales and retain customers. In the context of this digital environment, companies increasingly aim to provide relevant, engaging content assets to acquire new leads and create business benefits. This raises the following question: What digital content assets encourage website visitor engagement and how does this relate to customer progress in the B2B buying cycle? According to the literature, content that is consistent, timely and contains exclusivity messages that matter to the target audience lead to engagement. However, engagement is obviously dependent on individual customer needs, motives, and goals. It should, therefore, be interesting for companies to know how to turn their website visits into engaged visits, but research on engagement combined with content marketing is scarce—especially in the B2B context. |
| b2b buyer journey mapping: Driving Demand Carlos Hidalgo, 2015-10-21 Carlos Hidalgo provides a clear roadmap and framework on how B2B organizations can implement change management and transform their Demand Generation. Case studies and excerpts from B2B marketing practitioners and ANNUITAS clients who have transformed their organizations and how they accomplished this change are incorporated throughout the book. |
| b2b buyer journey mapping: The Three Value Conversations: How to Create, Elevate, and Capture Customer Value at Every Stage of the Long-Lead Sale Erik Peterson, Tim Riesterer, Conrad Smith, Cheryl Geoffrion, 2015-06-05 The three conversations B2B sale pros must have with customers to control every step of long lead buying cycle The Three Value Conversations provides the tools and methods you need to differentiate you and your solution from the competition, elevate value to the right decision maker, and maximize all sales opportunities across the entire long lead buying cycle. Based on extensive research, the authors’ program enables salespeople to articulate value in three essential conversations with the customer: the Differentiation Conversation (creating value), the Justification Conversation (elevating the value to the right level of decision maker), and the Maximization Conversation (capturing that value and maximizing the size of your opportunities). |
| b2b buyer journey mapping: The LinkedIn Code Melonie Dodaro, 2014-05-21 Lays out a complete guide to your Linkedin presence starting with secrets to enhance your profile and continuing through to the best ways to meed the decision makers in your market-- for everyone looking for an extra edge in business. |
| b2b buyer journey mapping: B2B Digital Marketing Strategy Simon Hall, 2020-08-13 Harness the most up-to-date techniques, frameworks and skills for effective B2B digital marketing, with this essential handbook as recommended by the Chartered Institute of Marketing (CIM). B2B Digital Marketing Strategy is a decisive guide to the most recent developments in the field. It gives readers an overview of the latest frameworks and models, and shows how these can be used to overcome the everyday challenges associated with account targeting, data utilization, and digital campaign management. Intensely practical, B2B Digital Marketing Strategy helps readers get to grips with some of the more advanced and complex elements of B2B marketing. It expertly explains how to incorporate the latest digital methodologies into critical processes such as lead generation, customer retention and customer experience personalization. Packed with global case studies and examples, this book is an invaluable resource for any professional operating in the B2B space. |
| b2b buyer journey mapping: Conversations That Win the Complex Sale (PB) Erik Peterson, Tim Riesterer, 2011-04-15 Win more deals with the perfect sales story! “Power Messaging is a foundational element in our global marketing campaigns and sales training programs. We believe the concepts are core to engaging in customer conversations that are focused on their outcomes and what they want to achieve.” —Karen Quintos, CMO and SVP, Dell Inc. “The concepts outlined in this book are critical skills to building a world-class presales organization.” —Ken Hamel, Senior Vice President, Global Solutions and Presales, SAP “Our new messaging, using the approaches presented in this book, is great and is being widely used by our sales team. We’ve never had a year end sales meeting with content that was met with such widespread acceptance and enthusiasm.” —Jerry D. Cline, Senior Vice President, Retail Sales and Marketing, AmerisourceBergen Drug Company “The best salespeople sit across the table and make change easy for their customer by creating a succinct story and vision for what to change, how to change it, and how it will impact customer results. An enterprise focus on sales messaging, using the concepts in this book, is the hidden secret to driving incremental sales productivity and overwhelming customer success!” —Ken Powell, Vice President, Worldwide Sales Enablement, ADP “The Power Messaging techniques in this book are the foundation of how our marketing team creates our sales messages, as well as the process our field sales teams use for delivering that message in a unique and compelling way. At Kronos our results are a reflection of the power of the tool.” —Aron Ain, CEO, Kronos About the Book: In today’s highly competitive world of complex sales, commoditization of your brand is one of the greatest dangers. You must differentiate yourself from the competition—or you will lose out. And the way to do that is through customer engagement. Rather than sell your own corporate story and brand message, you need to tell customers their story—the one in which they are the heroes and they achieve success. Erik Peterson and Tim Riesterer have been developing and honing their Power Messaging sales technique for more than 20 years, and now they reveal all their secrets in Conversations That Win the Complex Sale. Presenting a catalog of facts or playing 20 questions with prospective customers is the surest way to lose the sale. Peterson and Riesterer provide the tools you need to recraft your message into a compelling story that wins more deals. With Conversations That Win the Complex Sale, you’ll learn how to: Differentiate yourself from the competition by finding your “Value Wedge” Avoid parity in your value propositions by creating “Power Positions” Create a message that can literally double the number of deals you close Spike customer attention and create “Wow” in your conversations Prove all your claims without resorting to lists of boring facts and statistics Your competitors are out there telling their own corporate story—a story customers don’t want to hear. Now is the time to seize the moment. This book is the one and only source you need to reframe your sales story and turn the tables on the competition by fully engaging their would-be customers. Conversations That Win the Complex Sale helps you create and deliver messages that customers care about, giving your brand the clear edge in today’s crowded markets. |
| b2b buyer journey mapping: Mastering Product Experience in SaaS Nick Bonfiglio, Mickey Alon, Myk Pono, Aptrinsic, 2017-11-15 Your success as a Software-as-a-Service (SaaS) company is completely dependent on acquiring and keeping users in your product. But if you¿re using traditional marketing tactics, you¿re likely struggling to scale your business quickly. That¿s because conventional marketing techniques focus on engaging prospects and users outside of the product. |
| b2b buyer journey mapping: The Complete Guide to B2B Marketing Kim Ann King, 2015-03-23 To succeed at B2B marketing today, you must excel across all areas: from getting your message out, to generating demand, to enabling sales teams. New technologies and new techniques make excellence possible. Now, top B2B marketer Kim Ann King brings together all the best practices and tools you need to make excellence real. In The Complete Guide to B2B Marketing , King helps you succeed by focusing on the three pillars of cutting-edge B2B marketing: automation, personalization, and experimentation. Drawing on her pioneering experience at companies like Akamai and Open Market, King shows how to: Systematically assess your context and customer, via personas, profiles, and other powerful techniques Choose among today's panoply of marketing options, tools, and techniques Build a more agile B2B marketing organization, and link its goals more tightly to strategy More accurately estimate marketing spend and ROI Systematically optimize demand generation and many other key functions Leverage higher-value approaches to web/mobile, SEO, and customer community-building Gain more value from corporate standards and your creative services vendors Discover what worked and what didn't, and use this knowledge to improve more quickly You'll find comprehensive, actionable resources, including best-practices checklists for every tactic, vendor checklists for evaluating new marketing technologies, a complete corporate marketing plan outline, and a start-to-finish marketing communications case study. If you're a B2B marketer, you'll find The Complete Guide to B2B Marketing invaluable - whatever your company's size, product, service, or industry. |
| b2b buyer journey mapping: HBR's 10 Must Reads on Sales (with Bonus Interview of Andris Zoltners) (HBR's 10 Must Reads) Harvard Business Review, Philip Kotler, James C. Anderson, Jr., Andris Zoltners, Manish Goyal, 2017-05-23 Sales isn't about pushing products or being efficient; it's about building the right systems to manage and empower your salespeople. If you read nothing else on sales, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you understand how to create the conditions for sales success. This book will inspire you to: Understand your customer's buying center Integrate your sales and marketing operations Assess your business cycle and its impact on your sales force Transition away from solution sales Leverage the power of micromarkets Introduce tiebreaker selling and consensus selling Motivate your sales force properly This collection of articles includes Major Sales: Who Really Does the Buying, by Thomas V. Bonoma; Ending the War Between Sales and Marketing, by Philip Kotler, Neil Rackham, and Suj Krishnaswamy; Match Your Sales Force Structure to Your Business Life Cycle, by Andris A. Zoltners, Prabhakant Sinha, and Sally E. Lorimer; The End of Solution Sales, by Brent Adamson, Matthew Dixon, and Nicholas Toman; Selling into Micromarkets, by Manish Goyal, Maryanne Q. Hancock, and Homayoun Hatami; Dismantling the Sales Machine, by Brent Adamson, Matthew Dixon, and Nicholas Toman; Tiebreaker Selling, by James C. Anderson, James A. Narus, and Marc Wouters; Making the Consensus Sale, by Karl Schmidt, Brent Adamson, and Anna Bird; The Right Way to Use Compensation, by Mark Roberge; How to Really Motivate Salespeople, by Doug J. Chung; and Getting Beyond 'Show Me the Money, ' an interview with Andris Zoltners by Daniel McGinn. |
| b2b buyer journey mapping: Smart Customers, Stupid Companies Michael Hinshaw, Bruce Kasanoff, 2012 |
B2B模式、B2C模式、C2C模式分别是什么含义? - 知乎
b2b模式的劣势包括： 竞争激烈 ：B2B市场上存在激烈的竞争，需要企业具备更高的专业水平和更好的服务才能脱颖而出。 交易流程复杂 ：B2B交易往往涉及多个环节，包括询价、议价、签 …
国内的哪些 b2b 平台口碑很好？ - 知乎
本文将分析国内几家口碑良好的b2b平台，探讨它们在市场竞争中的优势和特点。 阿里巴巴：作为国内最大的b2b平台之一，阿里巴巴凭借其广泛的供应商资源和庞大的买家群体，在国内b2b …
目前国内的B2B平台有哪些？ - 知乎
Apr 7, 2019 · 提到b2b平台，阿里巴巴当然首屈一指，也是天花板般的存在。 它是由马云着手创建的平台，也是截止目前做得最大最成功的B2B平台，最早入驻的企业早就赚到了人生中的第一 …
B2B和B2C有什么区别？ - 知乎
b2b的客户在采购的时候是完全理性的，往往会货比300家，而b2c的顾客虽然也会货比三家，但是非常感性。 B2B的客户，他们简单粗暴。 下单的时候，直接在微信上告诉你，要几件这、几 …
亚马逊B2B怎么个操作流程？？后期运营和B2C一样吗？？
Dec 14, 2020 · 亚马逊b2b是全球开店企业店铺的一个独特的板块，但是这里的b2b我们称为小b端，针对的买家主要是政府，企业，学校，医院，或者一些非盈利性机构。 这里的非盈利性的 …
外贸常用的免费B2B平台有哪些？ - 知乎
首先，做外贸，B2B平台与B2C平台由于面对的客户群体不一样，所以两者会相差很远。B2C平台一般现在入驻的就是4大平台：亚马逊、eBay、Wish和速卖通。 而这里主要讲的是B2B平 …
以ftp开头的网址怎么打开? - 知乎
FTP开头的网址可以通过浏览器、FTP客户端或命令行工具打开。
C2C、O2O、B2B、B2C 的区别在哪里？ - 知乎
你在地摊买东西，c2c. 你去超市买东西，b2c. 超市找经销商进货，b2b. 超市出租柜台给经销商卖东西，b2b2c
有哪些境外企业工商信息查询网站或App？ - 知乎
当然了，除去上面的各个官网以外，还有一些专业且可信的第三方b2b公司（类似是国内的阿里巴巴），他们依托强大的市场决断能力以及多年的数据查询及收集经验，还是能够在我们查询一 …
亚马逊B2B跟B2C有什么本质区别？ - 知乎
B2B跨境电商：从广义层面来看，跨境电商B2B 指互联网化的企业对企业 跨境贸易 活动，也即“互联网+ 传统 国际贸易 ”。从狭义层面来看，跨境电商B2B 指基于电子商务信息平台或交易平台 …
B2B模式、B2C模式、C2C模式分别是什么含义? - 知乎
b2b模式的劣势包括： 竞争激烈 ：B2B市场上存在激烈的竞争，需要企业具备更高的专业水平和更好的服务才能脱颖而出。 交易流程复杂 ：B2B交易往往涉及多个环节，包括询价、议价、签 …
国内的哪些 b2b 平台口碑很好？ - 知乎
本文将分析国内几家口碑良好的b2b平台，探讨它们在市场竞争中的优势和特点。 阿里巴巴：作为国内最大的b2b平台之一，阿里巴巴凭借其广泛的供应商资源和庞大的买家群体，在国内b2b …
目前国内的B2B平台有哪些？ - 知乎
Apr 7, 2019 · 提到b2b平台，阿里巴巴当然首屈一指，也是天花板般的存在。 它是由马云着手创建的平台，也是截止目前做得最大最成功的B2B平台，最早入驻的企业早就赚到了人生中的第一 …
B2B和B2C有什么区别？ - 知乎
b2b的客户在采购的时候是完全理性的，往往会货比300家，而b2c的顾客虽然也会货比三家，但是非常感性。 B2B的客户，他们简单粗暴。 下单的时候，直接在微信上告诉你，要几件这、几 …
亚马逊B2B怎么个操作流程？？后期运营和B2C一样吗？？
Dec 14, 2020 · 亚马逊b2b是全球开店企业店铺的一个独特的板块，但是这里的b2b我们称为小b端，针对的买家主要是政府，企业，学校，医院，或者一些非盈利性机构。 这里的非盈利性的 …
外贸常用的免费B2B平台有哪些？ - 知乎
首先，做外贸，B2B平台与B2C平台由于面对的客户群体不一样，所以两者会相差很远。B2C平台一般现在入驻的就是4大平台：亚马逊、eBay、Wish和速卖通。 而这里主要讲的是B2B平 …
以ftp开头的网址怎么打开? - 知乎
FTP开头的网址可以通过浏览器、FTP客户端或命令行工具打开。
C2C、O2O、B2B、B2C 的区别在哪里？ - 知乎
你在地摊买东西，c2c. 你去超市买东西，b2c. 超市找经销商进货，b2b. 超市出租柜台给经销商卖东西，b2b2c
有哪些境外企业工商信息查询网站或App？ - 知乎
当然了，除去上面的各个官网以外，还有一些专业且可信的第三方b2b公司（类似是国内的阿里巴巴），他们依托强大的市场决断能力以及多年的数据查询及收集经验，还是能够在我们查询一 …
亚马逊B2B跟B2C有什么本质区别？ - 知乎
B2B跨境电商：从广义层面来看，跨境电商B2B 指互联网化的企业对企业 跨境贸易 活动，也即“互联网+ 传统 国际贸易 ”。从狭义层面来看，跨境电商B2B 指基于电子商务信息平台或交易平台 …
