HomeB2B Customer ExperienceWhat could go wrong 🔥 for Vendors while driving B2B Buyer’s Journey ⏭ ?

What could go wrong 🔥 for Vendors while driving B2B Buyer’s Journey ⏭ ?

  • February 28, 2023
  • Posted by: Gopal Krishna
  • Categories:
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B2B Buyer’s Journey, what Vendors must watch out for💥 :

1. Pre-sale ⌛️

⚠️ We can do “everything” approach
⚠️ No credible success stories
⚠️ Dilution in reputation or focus

2. Sale ⌛️

⚠️ Non-alignment with customer
⚠️ Committing more than you can deliver

3. On-boarding ⌛️

⚠️ Cumbersome on-boarding experience
⚠️ Solution does not fully or seamlessly solve the problem
⚠️ Complicated, one-sided contracts

4. Customer Success / Support ⌛️

⚠️ No single point of contact
⚠️ Relationship or Account Manager lacks soft-skills
⚠️ Poor issue to resolution experience
⚠️ Lack of stake-holder communication

5. Renewal / AMC ⌛️

⚠️ Customer did not realize benefits
⚠️ New features, not rolled or planned (especially, Product vendors)
⚠️ Terms not mutually beneficial, especially for customers.

There are valuable lessons in above scenarios. I invite you to share your experience…

#B2B #Cx #CustomerExperience #BuyersJourney #Sales



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