Best Practice Report

B2B2C Journey Mapping: Mapping The Partner Experience

Mapping Journeys For The Middle “B” In B2B2C Relationships

August 10th, 2021
With contributors:
Harley Manning , Shayna Neuburg

Summary

CX leaders can successfully map B2B2C partner journeys by adapting Forrester’s seven steps of highly effective journey mapping to account for the added complexity of partner relationships. To map partner journeys, brands must treat partners as customers while also accounting for the complexity of the larger ecosystem. This means brands must get partners a seat at the table before mapping, account for the whole ecosystem while mapping, and demonstrate value via shared wins after mapping. CX leaders can use this report to guide their efforts when mapping partner journeys.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.