Journey Mapper

Discover breakthrough growth in customer blind spots at www.journeymapper.net

Journey Mapper specialises in helping B2B tech clients uncover untapped growth opportunities and foster customer loyalty through in-depth analysis of customer blind spots. By exploring both areas of customer success and vulnerability, we guide our clients through various stages of their CX maturity journey. Our mission is to facilitate continuous learning about customers to gain new perspectives and drive innovation and differentiation.

Founder & Managing Director

Digital Asset

Sales Director

Paternity leave

On Sabbatical

Segment

Sales Director helping EMEA businesses make sense of their data and best serve their customers with Segment’s Customer Data Infrastructure. Building teams to develop new verticals and markets and grow revenues. Masters in Management at Smurfit and ICT degree from Trinity. 5 times presidents club recognition for sales excellence. Inquisitive learner focused on professional development and expanding trusted adviser network.

EMEA Sales Manager

Salesforce

Sales Director - Small Business UK & Ireland

Helping companies to select the right cloud technology solutions to overcome growth barriers

Strategic Account Executive

Finding strategic solutions for customers looking to solve process bottlenecks

Lead Sales Engineer

Data Electronics

Leveraging managed services solutions to protect companies outsourced data

Pre Sales Engineer

MEWS Ireland

Brought mobile data collection prototype from university thesis to market with mobile insurance claims management offering

Co-Founder

Founder & Managing Director at Journey Mapper a Customer Experience Management consulting agency specialising in B2B tech companies. We help clients uncover breakthrough growth opportunities by revealing surprising customer insights and previously unknown customer blind spots. If your market is maturing or growth is plateauing, we offer innovative techniques to gain new perspectives on your customers and drive differentiation. 

With a track record of building high-performing teams and expanding into new markets, I have advised both B2B and B2C industry leaders on effective sales and marketing strategies. Holding a Masters in Management from Smurfit School of Business and a Computer Science degree from Trinity College Dublin, I bring a unique blend of business acumen and technical expertise to our consulting approach. Formerly with Salesforce, Segment and Digital Asset, I have been recognised 5 times with presidents club honours for sales excellence. As an avid learner, I am dedicated to continuous professional development and building enduring relationships.

How exploring customer blind spots drives breakthrough growth for B2B Tech (1 Min read)

Understanding customer blind spots is crucial for B2B tech companies seeking breakthrough growth. A customer blind spot, an unknown unknown, could hold the key to untapped opportunities or hidden pitfalls. For instance, a customer may churn due to undisclosed reasons, such as unaddressed pain points or unmet desires, overshadowing perceived benefits of an offering.

Investing time and resources to unpack the drivers behind customer behaviour is essential, but challenging. Businesses often struggle to prioritise exploring blind spots amidst daily operations and pressing issues. Though, there are opportune inflection points, where delving into blind spots can yield significant dividends.

A key inflection point arises when a business, midway through the growth phase of the product life cycle curve, aims to transition from millions to tens of millions in revenue. With a solid customer base in place, they pivot towards strategic customer engagement, seeking new insights for differentiation in a competitive market. By soliciting feedback from customers, they refine their messaging and positioning, promote their customer successes and fuel renewed growth. 

Businesses encounter another inflection point as they approach market maturity and growth plateaus again. Here, they pivot from leveraging strengths to addressing weaknesses, focusing both on customer experience and employee experience strategies. Embracing vulnerabilities uncovers a goldmine of fresh perspectives and fuels innovation, propelling them towards the next phase of growth.

Navigating these inflection points utilises a similar process, but requires a nuanced approach depending on whether it’s time to promote strengths or address gaps. By finding and categorising blind spots based on impact and effort, businesses can identify quick wins for immediate gains and long-term innovation initiatives for sustained growth. Successful execution of this strategy can attract new prospects and also enhance customer retention, driving exponential growth. 

At Journey Mapper, we enable clients to uncover surprising blind spots, capitalise on customer insights and drive new growth.

Julian Murray

Sales Director helping companies remove bottlenecks and build interconnected businesses with their partners. Experience in building teams to develop new verticals and markets and grow revenues. Masters in Management at Smurfit and ICT degree from Trinity. 5 times presidents club recognition for sales excellence. Inquisitive learner focused on professional development and expanding trusted adviser network.

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