“While Marketing believed in the power of Customer Journey Mapping, prior to participating in Jan Kelley’s process, certain members of our organization were skeptical. The makeup of our team largely includes tenured industry veterans who are process and operationally focused. However, what we experienced with Jan Kelley’s unique approach to B2B Customer Journey Mapping, was a thought-provoking and engaging experience that not only helped us to think differently during the workshop, but has resulted in better understanding of how everything we do impacts the customer relationship with us. Not only did we identify customer acquisition and marketing opportunities, we have also prioritized operational and process opportunities that will help to strengthen our delivery to our customers. We truly didn’t realize the impact these behind-the-scenes items were having on our customers.”

B2B customer in the transportation asset management industry
(rail, aviation and automotive)