Customer Journey Mapping

What is Customer Journey Mapping?

Customer Journey Mapping is an important exercise for all businesses. For B2B SaaS (Software as a Service) companies, it's even more critical given the aspects of software adoption, integration, and recurring revenue.

At its core, a customer journey mapping is a visual representation of every experience your customers have with your business. From the initial touchpoint, usually a Google search or a reference, until the end, be it a renewal or churn.

This journey isn't linear. Multiple stakeholders, varying contract lengths, and integration phases make this journey complex. Understanding these complexities helps in refining your offering and optimising customer experience. Leading to more revenue.