How can you use user journey mapping and segmentation to increase revenue?

Trying to answer this from a marketer perspective. 2 things you need to get clarity on. Walking back from a conversion to understand what led the user to this outcome. Looking at all touchpoints and eliminating friction points / profit killers There might be more to add,but these are the ones i hear the most, and you need to clearly look at user lifecycle trends from a macro lens to figure both these scenarios. How can you do that? Data scientist team (obvious choice )/ a good product to map user lifecycles ( qiucker roi/ time effort investment, More high level ofc !!)

A user journey map is your visual guide and aid to the customer's journey with your product. It maps out every touch point (ad, landing page, multiplie pages on your website, sign-up form, in-product onboarding until drop off), every message they encounter, and their feelings/emotions at every touch point. This is useful for learning and discovering what customers see, identifying gaps in content or messaging, and optimizing their experience.

Incorporate future trends and emerging technologies into your user journey mapping process to anticipate evolving customer needs and preferences.

User journey mapping and segmentation can be a game-changer for revenue growth. 1. By mapping how customers interact with your product, you uncover hidden opportunities to convert them. 2. Segmentation lets you target specific customer groups with messaging that resonates with their needs, boosting marketing and sales effectiveness. Additionally, you can identify upselling and cross-selling opportunities. Furthermore, personalization based on the user journey fosters customer loyalty and repeat purchases. 3. Finally, addressing pain points identified in the mapping improves customer satisfaction, leading to retention and positive word-of-mouth marketing.

As a PMM you need to make sure to use the right messaging at the right point. Both on and off the product. On-Product - Make sure the messaging is clear and easy to follow for every screen, button, touchpoints etc. The easier the screens are to navigate and provide clear value prop the better. Off-Product - Once you know from which touchpoint or screen there's a drop-off. Create unique messaging for retargeting. Drop-off communications are crucial as the user is already in the system and has gone to some extent with the product. You don't have to onboard them rather provide with the right message that will invoke them to resume the journey.

Going beyond basic segmentation (demographics, behaviour, needs, or preferences) will really help - if you have enough data points try segmenting customers based on journey stage, i.e, where they are in their buying journey. This is really helpful as it can help you show the right message to right set of target audience. For example - if someone is in a discovery stage, they might not be interested in knowing product pricing yet. Doing so might even push them back. Journey Segmenting allows you to hyper-personalize messaging, content, and support resources precisely tailored to the mindset and needs at each journey stage.

Adopt an agile approach to segmentation, continuously refining and optimizing your targeting criteria based on performance feedback and market insights.

Segmentation involves dividing your customer base into smaller, distinct groups based on shared characteristics like demographics, behaviour, or needs. This allows for more targeted and effective marketing strategies. By understanding the unique preferences and behaviours of each segment, businesses can deliver personalized experiences and communications, significantly increasing engagement and conversion rates.

Embrace innovative research techniques such as predictive analytics, machine learning, and social listening to uncover deeper insights into customer behavior and preferences.

To craft user journey maps and segments, begin with comprehensive data collection. Use analytics, surveys, and direct customer feedback to capture a wide range of insights. For journey mapping, pinpoint crucial customer interactions and touchpoints across their journey. In segmentation, dive into this data to detect patterns and commonalities that can group customers into distinct segments. This process lays the groundwork for creating detailed journey maps and well-defined segments, which are instrumental in developing focused and effective marketing strategies.

1. Create a segment or cohort of customers whose journey you wish to map. 2. Go through their "digital" touchpoints - This data will be available on your CRM, Engagement platforms if you use(clever tap, webengage, pendo, intercom etc), Google analytics, email conversations and call recordings. 3. Identify and take note of all stakeholders on the buying committee 4. Stitch them together by listing down pain points at every level, their goals and motivations and decision-making parameters. 5. Lastly the final map can be put together using tools or good old methods like using post-its or Google Sheets.

Leveraging user journey maps and segments to increase revenue involves using insights to personalize the customer experience. Tailor your marketing efforts to meet the specific needs and preferences of each segment at every stage of their journey. Optimize touchpoints to smooth out any friction and enhance satisfaction. This targeted approach not only improves customer engagement but also boosts conversion rates, driving revenue growth.

User journey maps and segments can be powerful tools for increasing revenue by optimizing the customer experience and targeting marketing efforts more effectively. By understanding the pain points and motivations of different user segments at each stage of their journey, businesses can identify opportunities to streamline processes, address barriers to conversion, and enhance overall satisfaction. Additionally, segmentation allows businesses to tailor their messaging, offers, and promotions to specific audience segments, increasing relevance and driving higher engagement and conversion rates.

User journey mapping can be the most insightful exercise and dictate priorities for various teams. - It helps identify content gaps that help create a content strategy. - Get a solid understanding of your customer's needs, motivations, and what they care about. - Gives a great indicator of what customers think of your brand and how it is perceived. - This is also a great indicator of product experience and what could drive positive NPS. - It can validate or invalidate your positioning and messaging which you can iterate and test based on insights from this exercise.

The benefits of user journey mapping and segmentation include: Enhanced understanding of the customer experience. Improved targeting and personalization of marketing efforts. Identification of opportunities for optimization and innovation. Increased customer satisfaction and loyalty. Higher conversion rates and revenue generation.

Some best practices for user journey mapping and segmentation include: Involve cross-functional teams in the mapping process to gain diverse perspectives and insights. Use a combination of qualitative and quantitative data to inform your mapping and segmentation efforts. Regularly update and iterate on your user journey maps and segments based on feedback and new insights. Prioritize simplicity and clarity in your maps and segments to ensure they are easy to understand and actionable. Test and validate your maps and segments with real users to ensure accuracy and relevance.

1)Segment your customer base by past purchase behaviour and identify a group for upsells or complementary products. User journey mapping this specific segment can expose pain points where you can introduce new offerings to solve problems. 2)Segmentation exposes customer groups with distinct needs and preferences. User journey mapping for each segment reveals the ideal touchpoints to engage them. This empowers you to craft personalized marketing campaigns with messaging for higher conversion rates. 3)By segmenting customer frustrations, you can prioritize which to tackle first. Addressing these issues through targeted improvements directly translates to a smoother customer journey, reducing churn and boosting customer lifetime value.

Consider integrating other customer-centric approaches, such as customer lifecycle management, feedback loops, and A/B testing, to further optimize the customer experience and drive revenue growth. Additionally, remember that user journey mapping and segmentation are ongoing processes that require continuous monitoring, analysis, and adaptation to keep pace with evolving customer needs and market dynamics.