B2B Customer Journey

See your company through your customer’s eyes. Before they see your competitor.

I build a complete map of the customer experience — every touchpoint, every decision, every moment where something breaks. I show where value is created and where your company loses it. And I design a path that ties marketing, sales and service into one system — because the customer doesn’t see departments. They see one company.

Book a call How it works

Who it is for

Recognise any of these situations?

Customers leave quietly

Churn is rising, but in surveys everyone is “satisfied”. Nobody knows at which moment you lost them.

Conversion drops at one stage

Many conversations, few proposals. Many proposals, few contracts. You know where, you don’t know why.

Every department has a different customer

Marketing talks to the CEO, sales to the director, delivery to the specialist. Three promises, one disappointed customer.

You want to raise prices or move upmarket

Before you change your positioning, you need to know what the customer is really paying for.

How it works

Step by step. No surprises.

Week 1Voice of the customer

Conversations with your customers — current, lost, and those who chose someone else. Data from CRM, support, NPS.

Week 2Current map

Every touchpoint from first contact to renewal: who, what, through which channel, with what effect. Where it breaks.

Week 3Target map

A workshop with the teams: what the path should look like, who owns which stage, what the metrics are.

BeyondImplementation

Changes in processes, materials, handovers between departments. We measure before and after.

What you get

Analysis of the current customer path based on interviews and data
Identification of barriers, gaps and moments of loss
A target Customer Journey map with stage owners
Marketing–sales–service integration
Metrics and an implementation plan

What changes

The customer feels consistency at every step
Higher conversion and loyalty
Teams operate as one system
Decisions come from data, not guesswork

Formats

How we can start.

Start here

Health Check

A full diagnosis of your organisation in 2 weeks. You know what to fix — and in what order.

from €3,700 net

2 weeks · remote + a wrap-up meeting

Customer journey analysis
Process and structure diagnosis
Map of gaps and bottlenecks
Growth-readiness assessment
A report with a 3–6 month plan

Result → You know what to do. And why exactly that.

Order a diagnosis

Growth Workshop

One day with your team. A shared vision, a shared plan — ready to implement the next day.

from €2,500 net

1 day on site · up to 5 people

Live Customer Journey mapping
Diagnosis of touchpoints and gaps
Priorities and goals for every team
A moderated decision process
Materials and an action plan after the workshop

Result → The team leaves with one vision and concrete steps.

Book a workshop

All formats and pricing →

Common questions about Customer Journey

Does customer journey make sense in B2B?

It makes more sense in B2B than in B2C — because the path is longer, several people decide, and one bad moment costs a multi-year contract. The map shows where that moment is.

Do you talk to my customers?

Yes, that is the foundation. A dozen or so conversations with current customers, lost customers and those who chose a competitor say more than a year of reports. We agree together on who and how — always with your consent.

Is this a workshop or a project?

It can be either. The one-day Growth Workshop is live mapping with the team — a good starting point. A full project takes 3–4 weeks, with customer interviews and implementation.

What do I get at the end?

The current and target maps, a list of changes with priorities and owners, metrics, and — if you want — me for the implementation. Not a poster for the wall, but a work plan.

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