Why B2B marketers should always use the customer journey model

Marketing is a journey, not a tactic.

The customer journey is an important concept for marketers to understand when planning their B2B marketing content. The customer journey represents the steps or stages that a customer takes when they are considering a purchase or engaging with a company. It is a valuable tool for understanding how customers interact with your brand, what motivates them to make a purchase, and how you can better target your marketing efforts.

Here are several reasons why marketers should use the customer journey when planning B2B marketing content:

1. Understand your audience: By examining the customer journey, you can gain insights into your target audience’s behaviour and preferences. This can help you craft content that connects with and engages your ideal customers. You may need to address their pain points or offer solutions to their challenges at specific stages of their journey.
2. Develop effective content: By understanding the customer journey, marketers can create content that is tailored to each stage of the journey. For example, at the awareness stage, you can create content that educates and generates interest. At the consideration stage, you can provide more detailed information about your products or services to help the customer make an informed decision. At the decision stage, you can create content that helps the customer choose you above the competition.
3. Deliver the right message: By understanding the customer journey, marketers can deliver the right message at the right time. This can help increase the chances of conversion, as you're targeting the customer with the most relevant content based on their stage in the journey. This targeted approach will also improve your customer experience by minimising irrelevant messaging.
4. Personalisation: Based on where the customer is in the journey, you can craft content that is personalized to their needs. In turn, this improves the customer experience you're providing. Personalization is a valuable feature for B2B customers, who will often research and compare products or services before making a purchase.
5. Stronger ROI: By understanding the customer journey and delivering content that is tailored, targeted, and personalised, you increase the chances of conversion. This can lead to stronger ROI, since you are seeing more engagement, more conversions, and more sales.

Understanding the B2B Buyer's Journey

The B2B buyer's journey consists of several stages, each with its own sub-stages. Understanding these stages and creating targeted messaging and content can help you effectively reach potential buyers and guide them through the decision-making process. Here's a breakdown of the key stages, sub-stages, and ideal messaging and content for each stage:

1. Awareness Stage

• Problem recognition
• Solution exploration
• Vendor discovery

At this stage, the buyer realizes they have a problem or a need and starts to research potential solutions. They may not be familiar with your brand or industry, so your messaging and content should focus on educating and building awareness.

Example for the manufacturing industry:

• Problem recognition: "Are you experiencing production bottlenecks in your manufacturing process?"
• Solution exploration: "Learn how automated assembly systems can improve your manufacturing efficiency."
• Vendor discovery: "Discover the top suppliers of automated assembly systems for the manufacturing industry."

Content examples:

• Blog posts and articles that address common industry problems and solutions
• Webinars and explainer videos that showcase your expertise and provide valuable information to potential buyers
• Social media ads that target industry-specific keywords and interests to reach a wider audience

1. Consideration Stage

• Solution consideration
• Vendor comparison
• Intent to purchase

At this stage, the buyer has identified potential solutions and is evaluating vendors. Your messaging and content should focus on demonstrating your value proposition and how your solution meets their specific needs.

Example for the healthcare industry:

• Solution consideration: "Explore our AI-powered telehealth platform and how it can improve patient outcomes."
• Vendor comparison: "Compare our telehealth platform to other leading solutions in the healthcare industry."
• Intent to purchase: "Book a demo and see how our telehealth platform can benefit your healthcare organization."

Content examples:

• Case studies and customer success stories that showcase how your solution has helped other businesses in their industry
• Product demos and solution-specific webinars that highlight the features and benefits of your solution
• Free trials and consultations to help potential buyers evaluate your solution and make a purchase decision

1. Decision Stage

• Purchase decision
• Post-purchase evaluation
• Renewal or advocacy

At this stage, the buyer has made a purchase decision, but your work isn't done yet. Your messaging and content should focus on building a long-term relationship with the buyer and encouraging them to become advocates for your brand.

Example for the finance industry:

• Purchase decision: "Sign up for our cloud-based accounting software and streamline your financial operations."
• Post-purchase evaluation: "Get the most out of your accounting software with our user guides and support resources."
• Renewal or advocacy: "Join our referral program and earn rewards for recommending our accounting software to others."

Content examples:

• Onboarding guides and training resources to ensure a smooth integration of your solution into the buyer's business
• Ongoing customer support and maintenance to help buyers get the most out of your solution
• Loyalty programs and referral incentives to encourage buyers to become advocates for your brand

Influencers and decision makers play a crucial role in the B2B buying process. Influencers are individuals who can provide valuable input to the decision-making process but may not have the final say. Decision makers are the individuals who have the final authority to make the purchase decision.

Creating targeted messaging and content for each stage of the B2B buyer's journey is essential because it helps you connect with potential buyers at the right time with the right message. This allows you to effectively guide them through the decision-making process and build long-term relationships with your customers. By understanding the roles of influencers and decision makers, you can create messaging and content that addresses their specific concerns and needs and helps you make the sale.