How to map out the B2B customer journey in 5 steps
Mapping the customer journey is essential in understanding your buyers and turning them into loyal customers.
Follow these steps to create an actionable B2B customer journey map that gives insights into who your customers are and helps you build an optimized user experience (UX) for them:
1. Set goals unique to your business
Before you start mapping out the customer journey, define your larger business and customer goals.
To begin, ask yourself what you want your customers to achieve—what are their jobs to be done (JTBD)? Does your business depend on repeat customers, or are your products one-off larger ticket items? Your customer journey will look different if you sell business clients a one-time-purchase product, like a hardware device, versus a subscription service.
For example, different B2B firms—like GE Renewable Energy and Hubspot—will have very different objectives. A company like GE Renewable Energy that sells large equipment to B2B customers may prioritize goals like generating more website conversions and creating brand advocates who recommend GE products to other businesses in the industry.
On the other hand, a software company like Hubspot will need to emphasize the customer journey's onboarding and renewal components to increase customer retention.
Know what your goals are before creating your B2B customer journey map to prioritize the most important steps for your customers and your business.
HubSpot’s customer journey map focuses heavily on onboarding and renewal, two parts of the customer journey that are essential to the company’s success
2. Identify your customer segments
The purchasing process is an especially nuanced cycle for B2B businesses, because the end users of your product or service are often not the same people making the purchasing decision.
John Forberger, founder of Forberger Communications, highlights this complexity:
Don't just focus on the users who’ll try out your product or service, or on the C-level decision makers: understand every stakeholder involved in the purchasing process to map out an accurate B2B customer journey.
Consider the different needs of end users versus purchasers andthink about how your user personas may differ depending on company size and type.
Take Canva, for example: the design tool is used by a variety of businesses, from freelancers to large corporations like PayPal and Danone. Understanding different user profiles and needs gave Canva the insight they needed to design their homepage for different B2B customer types who can choose their own adventure and head off on their most relevant user journey.
Canva customers can choose between the Free, Pro, and Enterprise plans so they get started on the right journey for them
4. List all possible B2B customer touchpoints
Once you map out the steps in your customer’s B2B journey, identify each ‘touchpoint’ where they interact with your company, from social media posts to your homepage CTAs and your product itself.
Let’s go back to the Ahrefs example.
A key touchpoint in the early awareness, consideration, and purchase stages of the B2B customer journey is their homepage and a clear call-to-action (CTA) button. These onsite touchpoints show customers what their next steps in the product experience (PX) should be and give them the information they need to make a decision.
In the next phases—onboarding and support—follow Ahrefs' example by making it easy for users to connect with your B2B business, resolve their issues, and upgrade. On the Ahrefs help center page, customers can reach out to representatives and receive support within minutes.
Make sure you continue mapping outhow your users interact with your B2B after they become customers—in the retention and advocacy phases. How can you make it easier for them to renew their subscription? Do you offer any rewards for referrals?
Making it easy for customers to contact an agent enhances onboarding and support touchpoints
As well as mapping out touchpoints by customer journey phase, consider the different touchpoints experienced by different user personas.
For example, the product experience of high-level executives who make the purchasing decision may not be the same as their employees who are your end-users.
By identifying key B2B customer journey touchpoints for different customers and purchasing stages, you can improve UX, making product advocates out of your buyers.
5. Measure and analyze the success of the customer journey
One of the most important customer journey mapping best practices is measuring the success of your customer journey.
Use the right customer journey mapping tools to help you evaluate the impact of your touchpoints. For best results, combine website analysis tools with software that offers more in-depth product experience insights and user feedback.
Use Hotjar's Observe tools to track how customers are engaging with your touchpoints. Then use Hotjar’s Ask tools—like Surveys and Feedback widgets—to learn what your users really think and feel about their B2B experience.
Measure the outcome of the customer journey with the Hotjar Feedback widget by asking users about their SaaS product experience
Tools like Google Analytics also help in mapping and analyzing the customer journey, giving you more general information on the types of users that visit your website and whether they convert or bounce.
Combine Hotjar with Google Analytics to dig deeper into B2B customer touchpoint insights to improve conversion rates and enhance the customer experience.
After you’ve mapped the customer journey, regularly check in on your key goals and what matters most to your customers. Keep measuring the outcomes of your customer journey to understand which aspects of the B2B customer journey are successful and what needs improvement.
Create a brilliant B2B user journey for happier customers
Successfully mapping out the B2B customer journey requires a deep understanding of all your buyers and how they interact with your brand and product.
Adapting these steps to your customers and company helps you create a customer journey map that identifies what your users need at each stage of the buying cycle to provide them with the best possible experience.
