B2B Journeys (or B2B2C)

B2B or B2B2C Journeys

The enormous complexity of business-to-business relationships makes it imperative to understand your customer’s (or agent’s, or client’s, or vendor’s) journey.

Heart of the Customer’s proprietary journey mapping approach reveals the Moments of Truth that matter most in B2B and B2B2C relationships, so that targeted, customer-focused improvements can be made to increase revenue, loyalty, and satisfaction.

Tekserve: A Blueprint for a Great B2B Customer-Inspired Experience

“Our job is to make our customers look good to their bosses.” 

That’s the philosophy of Tekserve, an Apple retailer and IT services provider in New York City, as articulated by Director of Marketing Jazmin Hupp.

Imagine that you are a long-time Apple retailer and supplier, and then Apple builds their flagship store just two miles from you, then four more just as close. Some might find it time to close up shop. Instead, Tekserve used the challenge as an opportunity to refocus on their customers. Their reward? Consistent growth, being featured in the Crain’s New York Business Fast 50 and the Computer Reseller News’ 2012 Solution Provider 500 list, which ranks the top technology integrators in North America.

Tekserve doubled-down on the service surrounding Apple’s products, particularly for businesses.  Almost 2/3 of their revenue comes from B2B relationships, where they are far nimbler than Apple. Much of their work involves integrating Apple products into existing networks, including wholesale conversions from PCs to Macs.

Tekserve credits their growth to three main areas of focus: Read more