This helps them implement better processes, deliver memorable experiences, boost conversions and retain more customers.īelow are some specific benefits of customer journey mapping for SaaS businesses: SaaS customer journey maps are useful strategic tools that help marketers, salespeople and business owners alike understand how customers interact with their platform. The Importance of SaaS Customer Journey MappingĪ customer journey map helps visualize the customer experience, touchpoints, emotions, actions, pain points and other elements associated with each stage of the journey. We’ll talk more about why customer journey mapping is integral to your SaaS company’s success in the next section. Loyal users renew their subscription at the end of its period, upgrade the plan to access more features and/or recommend the software to their peers.Īs a SaaS company, it’s important to understand the customer journey on a deeper level, and this is best done by representing it in the form of a customer journey map.Customers continue using the software to achieve goals, and join the Visme Facebook community to engage with experts and other users.Enterprise accounts get ongoing, priority support, while individual users explore the platform with the help of support, guided tours, tutorials and in-app wizards.Free registrants purchase a paid plan to access premium features or templates, and Enterprise accounts are set up and onboarded by the Sales team. Larger organizations that requested a demo are put in touch with Sales. Leads evaluate Visme by using the free version, engaging with newsletters, reading online reviews and comparing it to competing software.Interested people learn more about the tool by visiting the website, signing up for a free account, subscribing to the email newsletter, downloading an eBook, contacting support or requesting a demo.Potential customers become aware of Visme through blog content, landing pages, YouTube videos, social media ads or referrals.Let’s look at a real-life example of a typical SaaS customer journey for Visme - a subscription-based design and content creation platform. Customers continue to interact with your business long after they purchase a plan or sign up for a trial.įor example, they might be using your software to achieve specific goals, trying out new features, chatting with support or recommending you to their friends. The SaaS customer journey involves the various steps and interactions that take place between a SaaS company and its target customer from the moment the customer becomes aware of the brand to when they decide to make a purchase.īut here’s the thing - the customer journey usually does not end at the purchase stage, especially for SaaS businesses. In this article, we’ll help you learn more about the SaaS customer journey, why you need to map it, and how to leverage each stage to optimize the customer experience, drive more conversions and retain customers for longer. Mapping the customer journey gives you insight into how a customer interacts with your brand at each stage, how they feel and what their challenges are. The key to running a successful SaaS business is to understand the customer journey.
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