B2B journeys are longer, involve more stakeholders, and depend heavily on trust, content, and human interaction. Our CX strategies are designed specifically to support those complex journeys.
In B2B, the customer journey is long, complex, and full of decision-makers.
Every interaction, from first touch to onboarding and renewal, shapes how prospects and clients perceive your brand. At Marcel Digital, we help B2B organizations create customer experience (CX) strategies that build trust, reduce friction, and keep relationships moving forward. Whether you're aligning touchpoints across departments or improving how buyers engage with your content and team, we make CX a strategic growth driver.
Why CX Strategy Matters
Today’s customers expect more: faster answers, fewer frustrations, smoother experiences. If your digital experience doesn’t meet those expectations, they’ll move on.
A strong CX strategy helps you:
- Align your messaging, platforms, and people around your customer
- Fix friction points that hurt satisfaction and conversions
- Personalize experiences that feel thoughtful, not generic
- Turn more first-time customers into loyal advocates
The best B2B brands treat experience like an asset. We help you do the same.
The Problems We Solve
If your customer journey feels disjointed, reactive, or unclear - we can help.
- Inconsistent messaging across channels? We audit your content and touchpoints to align your brand voice and messaging from first click to follow-up.
- Drop-off during long sales cycles? We improve nurturing, content delivery, and follow-up timing to keep stakeholders engaged.
- Struggling to personalize at scale? We help you segment buyers by role, industry, and behavior and tailor messaging without overengineering.
- No clear journey or metrics? We map your full experience and define the KPIs that matter, from first touch to renewal.
Our Approach
We build CX strategies that are actionable, not theoretical. That means working closely with your teams, tools, and data to improve real-world experience
1
Customer Journey Mapping
We map your entire buyer and customer journey, from awareness to renewal, to uncover friction, gaps, and misalignment.
2
Cross-Functional Alignment
We connect marketing, sales, customer success, and product teams around a shared understanding of the customer experience.
3
Segmentation & Personalization Strategy
We help tailor content, outreach, and onboarding based on buyer role, stage, and behavior, using tools you already have.
4
Segmentation & Personalization Strategy
We help tailor content, outreach, and onboarding based on buyer role, stage, and behavior, using tools you already have.
Built for B2B Brands That Want to Stand Out
B2B buyers expect more than just a product - they want a partnership. Marcel Digital helps you deliver a thoughtful, consistent experience that builds trust, speeds up decision-making, and drives long-term growth.
FAQs
How is B2B CX different from B2C?
Can you help align marketing and sales?
Absolutely. We bridge the gap with shared messaging frameworks, consistent follow-up strategies, and journey maps that both teams can own.
What if we don’t have a formal CX team?
That’s common. We work across marketing, sales, and customer success to help your existing teams improve the experience - no dedicated CX team needed.
Do you support onboarding and post-sale experiences?
Yes. We help clients design better onboarding, support workflows, renewal journeys, and success measurement to improve retention and lifetime value.
Do you provide design and dev, or just strategy?
We do both. Our in-house team includes designers, developers, and strategists, so we can plan, build, and optimize without handing things off.
Ready to get started?
Let’s find the right solution for your business today.