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• B2B Customer Journey Map : A Quickfire Guide for Growth

  20 mai 2024, par Erin

  What is a company’s biggest asset ?

  Its product ? Its employees ? Its unique selling proposition ?

  More and more people are recognising it’s something else entirely : your customers.

  Without your customers, your business can’t exist.

  Nearly 77% of B2B buyers found the buying process too complicated.

  With more competition than ever, it’s crucial you provide the best possible experience for them.

  That’s where your customer journey comes in.

  If you’re in the B2B space, you need to know how to map out the journey.

  By building a B2B customer journey map, you’ll be able to analyse the weak spots in the customer journey so you can improve the experience (and generate more revenue).

  In this article, we break down the B2B customer journey stages, how to build a customer journey map and how Matomo can help you track your customer journey automatically.

  What is a B2B customer journey ?

  Every customer goes through a specific path within your business.

  At some point in time, they found out about you and eventually bought your products.

  

  A B2B customer journey is the collection of touchpoints your customer has with your business from start to finish.

  From discovery to purchase (and more), your customers go through a specific set of touches you can track. By analysing this journey, you can get a snapshot of your user experience.

  One way to track the customer journey is with a B2B customer journey map.

  It helps you to quickly see the different steps your customers take in their path with your business.

  With it, you can quickly identify weak spots and successes to improve the customer journey.

  5 stages of the B2B customer journey

  Every one of your customers is unique. Their specific needs and their journey.

  It’s all different.

  But, there are crucial steps they take through their journey as your customer.

  It’s the same path your entire customer base takes.

  Here are the five stages of the B2B customer journey (and why you should track them) :

  

  1. Awareness

  Awareness is the first stage that every B2B buyer goes through when they start their journey in B2B companies as a customer.

  At this stage, your target buyer understands they have a problem they need solving. They’re out, actively trying to solve this problem. 

  This is where you can stand out from the competition and give them a good first impression.

  Some helpful content you could create to do this is :

  • Blog posts
  • Social media posts
  • Ebooks
  • Whitepapers

  2. Consideration

  Next up, your buyer persona has an awareness of your company. But, now they’ve started narrowing down their options for potential businesses they’re interested in.

  They’ve selected yours as a potential business to hand their hard-earned cash over to, but they’re still making up their mind.

  At this point, you need to do what you can to clear up any objections and doubts in their mind and make them trust you.

  Some helpful content you could create here include :

  • Product demos by your sales team
  • Webinars
  • Case studies

  3. Conversion

  Next up, your target buyer has compared all their options and decided on you as the chosen product/company.

  This is where the purchase decision is made — when the B2B buyer actually signs or clicks “buy.”

  Here, you’ll want to provide more :

  • Case studies
  • Live demos
  • Customer service
  • Customer reviews/testimonials

  4. Loyalty

  Your B2B buyer is now a customer. But, not all customers return. The majority will slip away after the first purchase. If you want them to return, you need to fuel the relationship and nurture them even more.

  You’ll want to shift your efforts to nurturing the relationship with a post-purchase strategy where you build on that trust, seek customer feedback to prove high customer satisfaction and reward their loyalty.

  Some content you may want to create here includes :

  • Thank you emails
  • Follow-up emails
  • Follow-up calls
  • Product how-tos
  • Reward program
  • Surveys

  5. Advocacy

  The final stage of the B2B customer journey map is advocacy.

  This is the stage beyond loyalty where your customers aren’t just coming back for more ; they’re actively telling others about you.

  This is the cream of the crop when it comes to the B2B buyer stages, and it happens when you exceed customer expectations repeatedly.

  Your goal should be to eventually get all of your customers to this stage. Because then, they’re doing free marketing for you.

  This is only possible when a customer receives enough positive B2B customer experiences with your company where the value they’ve received far exceeds what they perceived they have given.

  Here are a few pieces of content you can create to fuel advocacy :

  • Surveys
  • Testimonial requests
  • Referral program

  Difference between B2C and B2B customer journeys

  Every person on earth who buys something enters the customer journey.

  But, not all customer journeys are created equal.

  This is especially true when you compare the B2C and B2B customer journeys.

  While there are similarities, the business-to-consumer (B2C) journey has clear differences compared to the business-to-business (B2B) journey.

  

  The most obvious difference between the two journeys is that B2B customer journeys are far more complex. 

  Not only are these two companies selling to different audiences, but they also have to deploy a completely different set of strategies to lead their customers down the path as far as they can go.

  While the journey structures are similar (from awareness to advocacy), there are differing motivating behaviours.

  Here’s a table showing the difference between B2C and B2B in the customer journey :

  Different Factors	B2B	B2C
  Target audience	Smaller, industry more important	Larger, general consumer
  Buyer	Multiple decision-makers	One decision-maker
  Buying decision	Based on needs of the organisation with multiple stakeholders	Based on an individual’s pain points
  Buying process	Multiple steps	Single step
  Customer retention	Organisational needs and ROI-based	Individual emotional factors
  Repeat sales driver	Deep relationship	Repetition, attention-based

  Step-by-step guide to building a B2B customer journey map

  Now that you’ve got a basic understanding of the typical B2B customer journey, it’s time to build out your map so you can create a visual representation of the journey.

  

  Here are six steps you need to take to craft an effective B2B customer journey map in your business :

  1. Identify your target audience (and different segments)

  The first step in customer journey mapping is to look at your target audience.

  You need to understand who they are and what different segments make up your audience.

  You need to look at the different roles each person plays within the journey.

  Unlike B2C, you’re not usually dealing with a single person. You likely have a few decision-makers you need to interact with to close a deal.

  The average B2B deal involves 6 to 10 people.

  Analyse the different roles and responsibilities of your audience.

  Figure out what requirements they need to onboard you. Understand each person’s level of influence in the buying decision.

  2. Determine your customers’ goals

  Now that you have a clear understanding of each person involved in the buying process, it’s time to analyse their unique needs and goals.

  Unlike B2C, which will include a single person with a single set of needs and goals, you have to look at several people through the decision-making process.

  What is every decision-maker’s goal ?

  An entry-level admin will have much different goals than a CEO.

  Understand each of their needs as it will be key to selling them and taking you to the next person in the chain of command.

  3. Lean on data and analytics

  Now it’s time to analyse your data.

  You don’t want to guess what will work on your B2B buyers. Instead, leverage data that proves what’s working (and what’s not).

  Analytics software like Matomo are crucial tools in your B2B customer journey toolkit.

  Matomo can help you make data-driven decisions to fuel customer acquisition and loyalty to help get more customers all the way to the advocacy stage.

  Using Matomo (which analyses and interprets different data sources) can give you a holistic view of what’s going on at each stage of the journey so you can reach your goals.

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  4. Draw out customer journey stages

  Now that you have your data-backed plan, it’s time for some customer journey mapping.

  You can do this on paper or use a diagram tool to create a visual B2B customer journey map.

  Here, you’ll draw out every single stage in your customer journey, including every single touchpoint from different decision-makers.

  5. Determine each customer touchpoint

  Once you’ve drawn up the customer journey stages, you’ll have a key list of B2B customer journey touchpoints to implement.

  Write down every single customer interaction possible on the journey through.

  This could be reading an email, a blog post or watching a video on your home page.

  It could be an advertisement, a phone call or a follow-up email.

  It could even be a live demo or video sales call (meeting).

  6. Identify your own goals

  Now that you’ve got your visual B2B customer journey mapping done, it’s time to go back to you and your company.

  What are your goals ?

  What are the end results you’re looking for here ?

  You’ve got your current map in place. Now, how would you like customers to go through this journey ?

  Where would you like them to end up ?

  Look back at your company’s primary objectives if you’re stuck here.

  If your company is looking to increase profit margins, then maybe you want to focus more on retention, so you’re spending less on acquisition (and leaning more on recurring revenue from existing customers).

  How to create a Matomo funnel to track your B2B customer journey

  If you want to start tracking and optimising your B2B customer journey, you need to have a good grasp on your funnel.

  The reality is that your customer journey is your funnel.

  They’re one and the same.

  Your customer journeys through your sales funnel.

  So, if you want to optimise it, then you need to see what’s going on at each stage of your funnel.

  

  With Matomo, you can map out your entire funnel and track key events like conversions.

  This allows you to identify where your site visitors are having problems, where they’re exiting and other obstacles they’re facing on their journey through.

  To start, you first define what events or touchpoints you want included. This could mean :

  • Landing on your website
  • Visiting a product page
  • Adding something to cart
  • Going to checkout
  • Clicking “buy”

  Then, at each stage, you’ll see conversion rates.

  For example, if only 3% of your visitors go from landing on your website to the product page, you likely have an issue between your homepage (and other pages) and your product pages.

  Or, if you can get people to add to cart, but you rarely get people going to checkout, there’s likely a problem to fix on your add-to-cart page.

  By leveraging Matomo’s funnels feature, you get to see your entire customer journey (and where people are falling off) so you understand what you need to optimise to grow your business.

  If you’re ready to start building and optimising your customer journey today, then try Matomo for free for 21 days.

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• Linear Attribution Model : What Is It and How Does It Work ?

  16 février 2024, par Erin

  Want a more in-depth way to understand the effectiveness of your marketing campaigns ? Then, the linear attribution model could be the answer.

  Although you can choose from several different attribution models, a linear model is ideal for giving value to every touchpoint along the customer journey. It can help you identify your most effective marketing channels and optimise your campaigns. 

  So, without further ado, let’s explore what a linear attribution model is, when you should use it and how you can get started. 

  What is a linear attribution model ?

  A linear attribution model is a multi-touch method of marketing attribution where equal credit is given to each touchpoint. Every marketing channel used across the entire customer journey gets credit, and each is considered equally important. 

  So, if a potential customer has four interactions before converting, each channel gets 25% of the credit.

  

  Let’s look at how linear attribution works in practice using a hypothetical example of a marketing manager, Sally, who is looking for an alternative to Google Analytics. 

  Sally starts her conversion path by reading a Matomo article comparing Matomo to Google Analytics she finds when searching on Google. A few days later she signs up for a webinar she saw on Matomo’s LinkedIn page. Two weeks later, Sally gets a sign-off from her boss and decides to go ahead with Matomo. She visits the website and starts a free trial by clicking on one of the paid Google Ads. 

  Using a linear attribution model, we credit each of the channels Sally uses (organic traffic, organic social, and paid ads), ensuring no channel is overlooked in our marketing analysis. 

  Are there other types of attribution models ?

  Absolutely. There are several common types of attribution models marketing managers can use to measure the impact of channels in different ways. 

  

  • First interaction : Also called a first-touch attribution model, this method gives all the credit to the first channel in the customer journey. This model is great for optimising the top of your sales funnel.
  • Last interaction : Also called a last-touch attribution model, this approach gives all the credit to the last channel the customer interacts with. It’s a great model for optimising the bottom of your marketing funnel. 
  • Last non-direct interaction : This attribution model excludes direct traffic and credits the previous touchpoint. This is a fantastic alternative to a last-touch attribution model, especially if most customers visit your website before converting. 
  • Time decay attribution model : This model adjusts credit according to the order of the touchpoints. Those nearest the conversion get weighted the highest. 
  • Position-based attribution model : This model allocates 40% of the credit to the first and last touchpoints and splits the remaining 20% evenly between every other interaction.

  Why use a linear attribution model ?

  Marketing attribution is vital if you want to understand which parts of your marketing strategy are working. All of the attribution models described above can help you achieve this to some degree, but there are several reasons to choose a linear attribution model in particular. 

  It uses multi-touch attribution

  Unlike single-touch attribution models like first and last interaction, linear attribution is a multi-touch attribution model that considers every touchpoint. This is vital to get a complete picture of the modern customer journey, where customers interact with companies between 20 and 500 times. 

  Single-touch attribution models can be misleading by giving conversion credit to a single channel, especially if it was the customer’s last use. In our example above, Sally’s last interaction with our brand was through a paid ad, but it was hardly the most important. 

  It’s easy to understand

  Attribution models can be complicated, but linear attribution is easy to understand. Every touchpoint gets the same credit, allowing you to see how your entire marketing function works. This simplicity also makes it easy for marketers to take action. 

  It’s great for identifying effective marketing channels

  Because linear attribution is one of the few models that provides a complete view of the customer journey, it’s easy to identify your most common and influential touchpoints. 

  It accounts for the top and bottom of your funnel, so you can also categorise your marketing channels more effectively and make more informed decisions. For example, PPC ads may be a more common bottom-of-the-full touchpoint and should, therefore, not be used to target broad, top-of-funnel search terms.

  Are there any reasons not to use linear attribution ?

  Linear attribution isn’t perfect. Like all attribution models, it has its weaknesses. Specifically, linear attribution can be too simple, dilute conversion credit and unsuitable for long sales cycles.

  

  It can be too simple

  Linear attribution lacks nuance. It only considers touchpoints while ignoring other factors like brand image and your competitors. This is true for most attribution models, but it’s still important to point it out. 

  It can dilute conversion credit

  In reality, not every touchpoint impacts conversions to the same extent. In the example above, the social media post promoting the webinar may have been the most effective touchpoint, but we have no way of measuring this. 

  The risk with using a linear model is that credit can be underestimated and overestimated — especially if you have a long sales cycle. 

  It’s unsuitable for very long sales cycles

  Speaking of long sales cycles, linear attribution models won’t add much value if your customer journey contains dozens of different touchpoints. Credit will get diluted to the point where analysis becomes impossible, and the model will also struggle to measure the precise ways certain touchpoints impact conversions. 

  Should you use a linear attribution model ?

  A linear attribution model is a great choice for any company with shorter sales cycles or a reasonably straightforward customer journey that uses multiple marketing channels. In these cases, it helps you understand the contribution of each touchpoint and find your best channels. 

  It’s also a practical choice for small businesses and startups that don’t have a team of data scientists on staff or the budget to hire outside help. Because it’s so easy to set up and understand, anyone can start generating insights using this model. 

  How to set up a linear attribution model

  Are you sold on the idea of using a linear attribution model ? Then follow the steps below to get started :

  

  Choose a marketing attribution tool

  Given the market is worth $3.1 billion, you won’t be surprised to learn there are plenty of tools to choose from. But choose carefully. The tool you pick can significantly impact your success with attribution modelling. 

  Take Google Analytics, for instance. While GA4 offers several marketing attribution models for free, including linear attribution, it lacks accuracy due to cookie consent rejection and data sampling. 

  Accurate marketing attribution is included as a feature in Matomo Cloud and is available as a plugin for Matomo On-Premise users. We support a full range of attribution models that use 100% accurate data because we don’t use data sampling, and cookie consent isn’t an issue (with the exception of Germany and the UK). That means you can trust our insights.

  Matomo’s marketing attribution is available out of the box, and we also provide access to raw data, allowing you to develop your custom attribution model. 

  Collect data

  The quality of your marketing attribution also depends on the quality and quantity of your data. It’s why you need to avoid a platform that uses data sampling. 

  This should include :

  • General data from your analytics platform, like pages visited and forms filled
  • Goals and conversions, which we’ll discuss in more detail in the next step
  • Campaign tracking data so you can monitor the behaviour of traffic from different referral channels
  • Behavioural data from features like Heatmaps or Session Recordings

  Set up goals and conversions

  You can’t assign conversion values to customer journey touchpoints if you don’t have conversion goals in place. That’s why the next step of the process is to set up conversion tracking in your web analytics platform. 

  Depending on your type of business and the product you sell, conversions could take one of the following forms :

  • A product purchase
  • Signing up for a webinar
  • Downloading an ebook
  • Filling in a form
  • Starting a free trial

  Setting up these kinds of goals is easy if you use Matomo. 

  Just head to the Goals section of the dashboard, click Manage Goals and then click the green Add A New Goal button. 

  Fill in the screen below, and add a Goal Revenue at the bottom of the page. Doing so will mean Matomo can automatically calculate the value of each touchpoint when using your attribution model. 

  

  If your analytics platform allows it, make sure you also set up Event Tracking, which will allow you to analyse how many users start to take a desired action (like filling in a form) but never complete the task. 

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  Test and validate

  As we’ve explained, linear attribution is a great model in some scenarios, but it can fall short if you have a long or complex sales funnel. Even if you’re sure it’s the right model for your company, testing and validating is important. 

  Ideally, your chosen attribution tool should make this process pretty straightforward. For example, Matomo’s Marketing Attribution feature makes comparing and contrasting three different attribution models easy. 

  Here we compare the performance of three attribution models—linear, first-touch, and last-non-direct—in Matomo’s Marketing Attribution dashboard, providing straightforward analysis.

  

  If you think linear attribution accurately reflects the value of your channels, you can start to analyse the insights it generates. If not, then consider using another attribution model.

  Don’t forget to take action from your marketing efforts, either. Linear attribution helps you spot the channels that contribute most to conversions, so allocate more resources to those channels and see if you can improve your conversion rate or boost your ROI. 

  Make the most of marketing attribution with Matomo

  A linear attribution model lets you measure every touchpoint in your customer journey. It’s an easy attribution model to start with and lets you identify and optimise your most effective marketing channels. 

  However, accurate data is essential if you want to benefit the most from marketing attribution data. If your web analytics solution doesn’t play nicely with cookies or uses sampled data, then your linear model isn’t going to tell you the whole story. 

  That’s why over 1 million sites trust Matomo’s privacy-focused web analytics, ensuring accurate data for a comprehensive understanding of customer journeys.

  Now you know what linear attribution modelling is, start employing the model today by signing up for a free 21-day trial, no credit card required. 

  Try Matomo for Free

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• What is Web Log Analytics and Why You Should Use It

  26 juin 2024, par Erin

  Can’t use JavaScript tracking on your website ? Need a more secure and privacy-friendly way to understand your website visitors ? Web log analytics is your answer. This method pulls data directly from your server logs, offering a secure and privacy-respecting alternative.  

  In this blog, we cover what web log analytics is, how it compares to JavaScript tracking, who it is best suited for, and why it might be the right choice for you. 

  What are server logs ? 

  Before diving in, let’s start with the basics : What are server logs ? Think of your web server as a diary that notes every visit to your website. Each time someone visits, the server records details like : 

  • User agent : Information about the visitor’s browser and operating system. 

  • Timestamp : The exact time the request was made. 

  • Requested URL : The specific page or resource the visitor requested. 

  These “diary entries” are called server logs, and they provide a detailed record of all interactions with your website. 

  Server log example 

  Here’s what a server log looks like : 

  192.XXX.X.X – – [24/Jun/2024:14:32:01 +0000] “GET /index.html HTTP/1.1” 200 1024 “https://www.example.com/referrer.html” “Mozilla/5.0 (Windows NT 10.0 ; Win64 ; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36” 

  192.XXX.X.X – – [24/Jun/2024:14:32:02 +0000] “GET /style.css HTTP/1.1” 200 3456 “https://www.example.com/index.html” “Mozilla/5.0 (Windows NT 10.0 ; Win64 ; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36” 

  192.XXX.X.X – – [24/Jun/2024:14:32:03 +0000] “GET /script.js HTTP/1.1” 200 7890 “https://www.example.com/index.html” “Mozilla/5.0 (Windows NT 10.0 ; Win64 ; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36” 

  192.XXX.X.X – – [24/Jun/2024:14:32:04 +0000] “GET /images/logo.png HTTP/1.1” 200 1234 “https://www.example.com/index.html” “Mozilla/5.0 (Windows NT 10.0 ; Win64 ; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36” 

  Breakdown of the log entry 

  Each line in the server log represents a single request made by a visitor to your website. Here’s a detailed breakdown of what each part means : 

  • IP Address : 192.XXX.X.X 
    • This is the IP address of the visitor’s device. 
  • User Identifier : – – 
    • These fields are typically used for user identification and authentication, which are not applicable here, hence the hyphens. 
  • Timestamp : [24/Jun/2024:14:32:01 +0000] 
  • • • The date and time of the request, including the timezone. 
  • Request Line : “GET /index.html HTTP/1.1” 
    • The request method (GET), the requested resource (/index.html), and the HTTP version (HTTP/1.1). 
  • Response Code : 200 
    • The HTTP status code indicates the result of the request (200 means OK). 
  • Response Size : 1024 
    • The size of the response in bytes. 
  • Referrer : “https://www.example.com/referrer.html“ 
    • The URL of the referring page that led the visitor to the current page. 
  • User Agent : “Mozilla/5.0 (Windows NT 10.0 ; Win64 ; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.124 Safari/537.36” 
    • Information about the visitor’s browser and operating system. 

  In the example above, there are multiple log entries for different resources (HTML page, CSS file, JavaScript file, and an image). This shows that when a visitor loads a webpage, multiple requests are made to load all the necessary resources. 

  What is web log analytics ? 

  Web log analytics is one of many methods for tracking visitors to your site.  

  

  Web log analytics is the process of analysing server log files to track and understand website visitors. Unlike traditional methods that use JavaScript tracking codes embedded in web pages, web log analytics pulls data directly from these server logs. 

  How it works : 

  1. Visitor request : A visitor’s browser requests your website. 
  2. Server logging : The server logs the request details. 
  3. Analysis : These logs are analysed to extract useful information about your visitors and their activities. 

  Web log analytics vs. JavaScript tracking 

  JavaScript tracking 

  JavaScript tracking is the most common method used to track website visitors. It involves embedding a JavaScript code snippet into your web pages. This code collects data on visitor interactions and sends it to a web analytics platform. 

  

  Differences and benefits :
  

  Privacy : 

  • Web log analytics : Since it doesn’t require embedding tracking codes, it is considered less intrusive and helps maintain higher privacy standards. 

  • JavaScript tracking : Embeds tracking codes directly on your website, which can be more invasive and raise privacy concerns. 

  Ease of setup : 

  • Web log analytics : No need to modify your website’s code. All you need is access to your server logs. 

  • JavaScript tracking : Requires adding tracking code on your web pages. This is generally an easier setup process.  

  Data collection : 

  • Web log analytics : Contain requests of users with adblockers (ghostery, adblock, adblock plus, privacy badger, etc.) sometimes making it more accurate. However, it may miss certain interactive elements like screen resolution or user events. It may also over-report data.  

  • JavaScript tracking : Can collect a wide range of data, including Custom dimensions, Ecommerce tracking, Heatmaps, Session recordings, Media and Form analytics, etc. 

  Why choose web log analytics ? 

  Enhanced privacy 

  Avoiding embedded tracking codes means there’s no JavaScript running on your visitors’ browsers. This significantly reduces the risk of data leakage and enhances overall privacy. 

  Comprehensive data collection 

  It isn’t affected by ad blockers or browser tracking protections, ensuring you capture more complete and accurate data about your visitors. 

  Historical data analysis 

  You can import and analyse historical log files, giving you insights into long-term visitor behaviour and trends. 

  Simple setup 

  Since it relies on server logs, there’s no need to alter your website’s code. This makes setup straightforward and minimises potential technical issues. 

  Who should use web log analytics ? 

  Web log analytics is particularly suited for businesses that prioritise data privacy and security.

  Organisations that handle sensitive data, such as banks, healthcare providers, and government agencies, can benefit from the enhanced privacy.  

  By avoiding JavaScript tracking, these entities minimise data exposure and comply with strict privacy regulations like Sarbanes Oxley and PCI. 

  Why use Matomo for web log analytics ? 

  Matomo stands out as a top choice for web log analytics because it prioritises privacy and data ownership

  

  Here’s why : 

  • Complete data control : You own all your data, so you don’t have to worry about third-party access. 
  • IP anonymisation : Matomo anonymises IP addresses to further protect user privacy. 
  • Bot filtering : Automatically excludes bots from your reports, ensuring you get accurate data. 
  • Simple migration : You can easily switch from other tools like AWStats by importing your historical logs into Matomo. 
  • Server log recognition : Recognises most server log formats (Apache, Nginx, IIS, etc.). 

  Start using web log analytics 

  Web log analytics offers a secure, privacy-focused alternative to traditional JavaScript tracking methods. By analysing server logs, you get valuable insights into your website traffic while maintaining high privacy standards.  

  If you’re serious about privacy and want reliable data, give Matomo’s web log analytics a try.  

  Start your 21-day free trial now. No credit card required. 

  Try Matomo for Free

  21 day free trial. No credit card required.

  
  

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