Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Journey Maps Miss in B2B Sales Handoff
In episode 162 of Customer Journey with Fexingo, Lucas and Luna explore a critical yet often overlooked touchpoint in B2B customer journeys: the internal handoff between sales and customer success. When a deal closes, the baton passes from sales to implementation, but most journey maps skip this transition, leaving customers in a confusing limbo. The hosts break down why this moment matters, the risks of a poor handoff, and practical ways to map and improve it. They share a real-world example of a SaaS company that cut churn by 20 percent just by redesigning its post-signup onboarding…
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