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Three views of Journey Mapping

Journey mapping for a business-to-business company can be a complex process that includes more people, more layers, and more steps. Our B-to-B approach goes deeper into stages to include three key views:

  1. Customer View – What your customer is thinking, wanting, and doing?  This includes all the touch points  or moments of truth you have with a customer, as well as all the different personas and/or segments
  2. Company View – How is your company organized and resourced? This includes people, products, processes, and technology, and also your company’s unique strengths and challenges/barriers
  3. Partner/ Affiliate View – Often critical in day-to-day customer relationships. This includes people, solutions, enablement process, and the unique strengths and challenges/barriers with this partner/affiliate

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

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