Understanding and Mapping the Customer Journey in SaaS Marketing: From Awareness to Advocacy
A customer journey map is a tool that visualises the interaction experience with your brand from the customer's perspective. This map is very important because it requires you to consider how your customers actually experience your brand, as well as what they think. By understanding your customers better, you can better meet their expectations. Understanding and empathising with your customers lays the foundation for meaningful interactions and successful business outcomes.?
It goes without saying that you want your customers to succeed. To do this, you need to understand the customer experience by mapping the customer journey. This will tell you what works and what doesn't. And also think will give you great insights into creating content that will drive and keep your audience engaged. And also turn them into potential customers.?
The SaaS customer journey begins when a potential customer first becomes aware of your brand. It covers the pre-purchase, purchase, and post-purchase experience. It also includes all aspects of a user's experience with your brand, including thoughts, feelings, and actions.?
At each stage of the customer journey, the customer experience determines whether they continue to engage with your brand. Ideally, your customer enjoys a satisfying experience that makes him want to buy from you and engage with your brand. However, common roadblocks occur at each stage that can prevent customers from moving to the next stage of their journey. For example, a customer who has problems with onboarding and doesn't receive support may decide not to renew their subscription.
Automated best practices can be used to achieve the desired results at each stage. You can do this by monitoring customer behavior using key performance indicators (KPIs) and automatically triggering actions based on personalised data about individual customers. For example, customers who do not complete the onboarding process within a certain period of time can receive an automatically triggered email message that acts as a reminder and provides a link to tutorial steps.
If you don't understand the customer journey, you probably don't understand your customers well enough. If so, how can you be sure you're targeting the right people in the right companies with the right messages and offers? In an age of hyper-personalisation, understanding your customers beyond the surface It's not enough just to do it. Creating a customer journey map gives you a valuable and important overview of your potential and existing customers. This more complete picture allows you to get a higher return on your marketing investments and enables everyone in your company to better connect with prospects and customers.
How can you design your SaaS customer journey to get the most out of it and better understand your audience? The process of mapping a customer journey can be broken down into seven steps:?
Decide what type of map to create?
Describe your customer?
Identify touchpoints for customer interactions?
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Design your customer journey?
Mark customer milestones?
Mark events that require action?
Customize and optimise your map
The overall aim here is to understand customer pain points, identify unmet consumer needs, and enhance the customer journey holistically. Before mapping the customer journey for your SaaS brand, there are a few things you need to prepare first. The most important ones are:?
Setting your goals
The entire process will yield the best results if your specific goals are clear from the beginning. Understand what you want to achieve with your customer journey map. This will help you create a proper budget and keep your resources focused.?
Define customer touch points
Identify all critical touch points between your product, company, and end users. This helps define problems specific to each touchpoint and solve them efficiently. The most important touchpoints are:?
Every company, regardless of market size or niche, can benefit from mapping the customer journey. However, for SaaS brands who have the advantage of the whole customer journey happening within their website, this is an absolute must. Need some help with that? We’re here to help, and we’re just a call away: https://calendly.com/socialmediaboutiqueagency/free-discovery-call