This webinar discusses demystifying the customer journey map. It provides an overview of the key differences between mapping B2B versus B2C customer journeys. B2B journeys typically involve multiple personas, a lengthy sales cycle with many people involved, higher monetary value relationships, and complex customized products. B2C journeys usually involve a single persona, a shorter sales cycle and duration, a large target market, and generalizable products. Exceptions can occur for complex B2C products like mortgages and simple B2B products like office supplies. The webinar encourages participants to submit questions and provides resources on customer journey mapping from GetFeedback.

1. Demystifying the
Customer Journey Map
Hosted by GetFeedback and featuring
Forrester Research

2. ∙ This webinar is being recorded and we’ll send
you the slides afterwards.
∙ We encourage you to ask questions. Please
submit them in the Q&A box.
∙ If we can’t get to your question during the live
Q&A, we will make sure to follow up via email.
∙ At the end of the webinar there will be a short
survey, please take a moment to fill this out.
Housekeeping

3. About GetFeedback
GetFeedback powers brands with the customer feedback
solution they need to exceed customer expectations.
Whether implemented through Salesforce or as a standalone
application, GetFeedback provides brands with key metrics that
help them spot trends and take action to deliver an exceptional
customer experience.

4. About Our Speakers
Kelly Price
CX Analyst
Featured Speaker
Forrester Research
Sara Stafforni
Head of CX Content
GetFeedback
Sateja Parulekar
Head of Product Marketing
GetFeedback

35. B2B vs. B2C
Customer Journey Mapping

36. B2B B2C
● B2B: Multiple personas in one journey requires a customization.
● B2C: One persona in one journey map allows for more
generalization.
Custom General
Customer
Feedback
● B2B: Lengthy cycle, high volume of people involved, niche target
market, and multiple personas.
● B2C: Short cycle, large target market, and single persona.
High LowInvolvement
● B2B: Relationships can last years or decades so they tend to be of
higher monetary value.
● B2C: Larger target market and sometimes smaller purchase value.
Higher LowerValue
● B2B: Multiple personas—unique business needs and behaviors.
● B2C: Singular persona—personal characteristics that influence
buying behavior.
Multiple SingularPersona
● B2B: 1-3 months; 80% of sales cycles involve up to 6 people.
● B2C: One day or as little as a few minutes.Longer ShorterDuration
The exception to the guidelines above: Complex B2C products (ex: mortgage) and simple B2B products (ex: buying office supplies).

43. Questions For Our Speakers?
Please submit your questions in the Q&A box.
Want more resources on Customer Journey Mapping
or CX? Visit www.getfeedback.com/resources for:
● Your Guide to Customer Journey Mapping
(examples + free template)
● How to Identify Weaknesses in Your
Customer Journey Map
And much more...

44. Thank You
www.getfeedback.com sales@getfeedback.com 888-684-8821