From my point of view, Pladur is moving from being a B2B plasterboard supplier to being a genuine B2B2C partner for its… community (not just its distributors) and it has done so by investing in… the relationship.
When we talk about Customer Experience in B2B and specifically about (asymmetric) Customer Journey in B2B, wanting to go beyond the graphical representation or the appearance of mathematical precision of the generic linear model, talking about the American consultancy Gartner and its conclusions is inevitable.
According to the CX Management Survey conducted by Gartner, 81% of brands that use customer journey maps have exceeded user expectations while only 57% of companies that do not use them are able to achieve this.
In recent years, the concept of Customer Journey ecuador lists has emerged strongly within the Customer Experience. Beyond the popularity of the form of graphic representation, this concept synthesizes the behavior of the buyer (in B2B as a specific function) or the user-buyer (more so in the B2C world) from the moment it has been implemented to solve their need to even the recommendation after use. Different moments are distinguished in the emotions and perceptions that the client feels and applies when deciding. This implies different levels of action in companies for different moments of the... same client.
In the world of B2B Marketing or B2B or Industrial Customer Experience, this process is of great importance since the Customer Journey in B2B can be very long (up to 12 months), several people are involved (up to 5), it has a significant risk (high value purchases and of vital importance for the customer's value proposition) and of course it is omnichannel where the pre-purchase part is eminently digital and the post-purchase part is very offline with the sales and customer service function influencing it.