STEP 03 · Open doors and build connection
Customer journey mapping
What the customer needs at first contact is not what they need at renewal. Most companies say the same thing at every stage.
Where this sits on the journey
See the full journeySTEP 01
Know your customer
3 products
STEP 02
Prepare the sales team
3 products
STEP 03
Open doors and build connection
3 products
STEP 04
Evaluate
2 products
What this is
We map what each persona needs, fears and is deciding at every stage of the funnel, then show you what to do differently at each one.
A buyer at first contact is asking whether you are worth ten minutes. The same person mid-evaluation is building an internal case they will have to defend. After signature they are asking whether they made a mistake. Those are three different conversations, and most companies run all of them off one deck. We map the journey stage by stage, from the buyer’s side rather than yours, and identify where the relationship is being started well but not deepened: the point where most accounts quietly plateau.
The road keeps going after the first win, and it does not look the same at every stage.
What you get.
01
The journey, from their side
Every stage from first awareness to renewal, described in what the customer is deciding rather than what you are doing.
02
Needs and moments that matter
What each persona needs at each stage, and the specific moments where trust is won or quietly lost.
03
What to do differently
The actions, content and conversations that move a relationship from new to established, mapped to stage and owner.
How it runs
What changes
Relationships keep deepening after the first win, instead of resetting to a pitch every time something needs renewing.
In practice: Finding the front door into hospitalsLet's talk about the deal you are trying to win.
Bring us one live deal and we will look at it together. No pitch, no obligation.
Get in touchThe rest of the programme