Customer journey pain points refer to points in the journey, or aspects of it, that bring up obstacles or frustrations that could put customers off. They can dictate whether a purchase is made, the sale size, frequency, and likelihood of referral. While pain points are typically focused primarily during the sales cycle, for B2B firms, a comprehensive look at the entire customer journey is necessary to mitigate pain points’ negative impacts.

The B2B customer journey is vitally important; improving it can lead to better business relationships. The best way to enhance or kickstart a quality customer journey is to establish the right B2B customer journey map. After all, one can’t get desired results without using the right blueprint, and the linear sales funnel that most businesses focus on doesn’t consider the bigger picture.

Developing a strategy for change management for remote work.

Employee experience strategy is designing and implementing an integrated set of activities, initiatives, and programs that collectively create a positive and productive work environment. Gartner has identified that the employee experience (EX) is about more than just the technology used to enable work - it is about all the interactions employees have throughout their day-to-day work and how their contexts influence these interactions.

What are the best ServiceNow competitors? If you are searching for ServiceNow alternatives, you’ve come to the right place. This guide will break down the best alternatives to ServiceNow on the market. When it comes to managing workflows for enterprise operations, there is no shortage of tools for you to consider taking for a test drive. Let’s take a closer look at five.

Dramatic shifts in how we approach and conceptualize work are always met with an initial tidal wave of skepticism and detractors. This is a good thing, even if those initial detractors may turn out to be wrong. Thinking critically about the tools we deploy and how we manage our workforce is paramount.

Self-service portals have become a staple in many businesses, as they provide a way for users to resolve common issues without contacting support. However, designing a self-service portal is crucial for its adoption. In a nutshell, portals allow users to manage their accounts without interacting with a customer service representative and solve tasks such as resetting passwords, changing account settings, and more. However, none of this will be possible if it’s designed poorly.

B2B customer portals ensure that every client receives efficient, personalized service. They solve many of the common challenges that leave B2B customers feeling dissatisfied with their service experience or underserved by their product as a result of their lack of customer education or troubleshooting information. The following table shows some of the most common customer challenges in the B2B space and how customer portals address them.

Much has changed in the world of IT service management (ITSM) over the last few years, and your organisation has likely wondered whether its existing toolset (which might be a “homegrown” ITSM tool) is still fit for purpose. It would not be alone if this were the case, and if so, ITSM tool selection can seem pretty daunting, especially if it’s not that long since the current tool was selected.