B2B Customer Journey Mapping & Research for An Enterprise Software Provider

The Challenge

Our client, a global enterprise software provider to the Fortune 500, was facing strong headwinds in their efforts to make significant inroads with customers modernizing their systems, databases, and applications to extract maximum value from their computing architecture. So, our client set on a path to better understand their enterprise customer behavior and improve engagement.

The Solution

To aid this client in its strategic mission, Gold Research deployed its B2B journey mapping solution to target different enterprise customer segments and capture their specific pain points, moments-of-truth, and other critical insights in their paths-to-purchase.

All planned research was developed and executed within 60 days.

The Results

Gold Research helped translate findings into three hard benefits for this client:

• Benefit #1: Identified every point of customer interaction in their pre-purchase to usage journeys to provide client with a deep understanding of its customers paths-to-purchase.

• Benefit #2: Documented key “moments-that-matter” to the customers experience including when they occur and how they should be handled, which laid the foundation for how more satisfied customers can be yielded.

• Benefit #3: Measured customer engagement to capture objective data on performance, throughput and results that improved client’s messaging, go-to-market strategies, and campaigns for increased market share.