Customer process-map

1. PRE-PURCHASE
 Identify potential
Clients
B2B SERVICE
PURCHASE
 Technical evaluation
 Commercial
evaluation
DELIVERY
 Delivery on time
 Delivery per
specifications
 Smooth process and
paperwork
EVALUATION
 Ongoing process
 Smooth conduct of
business
 Value added

2. PRE-PURCHASE
 Planned purchase or
impulse purchase
 Brand awareness
B2C PRODUCT
PURCHASE
 Range
 Price
DELIVERY
 Smooth payment
process
EVALUATION
 No negative
experiences

3. PRE-PURCHASE
 Membership options
and prices
 Location
B2C SERVICE
PURCHASE
 Safety
 Value-add services
 Customer
experience
DELIVERY
 No surprises
 On Time
EVALUATION
 Reasonable updates
and maintenance

4. PRE-PURCHASE
All are included
above in the
corresponding
segments…
B2B(SERVICE), B2C(Product), B2C(Service)
PURCHASE
All are included
above in the
corresponding
segments…
DELIVERY
All are included
above in the
corresponding
segments…
EVALUATION
All are included
above in the
corresponding
segments…