![]() These touchpoints can be both digital or offline: digital ones may include website visits, email communication, or app usage, while offline touchpoints could involve attending webinars or engaging with sales representatives. Identify Touchpoints: Each stage of the SaaS buyer journey is punctuated by touchpoints where customers interact with your brand.Create Customer Journey Stages: At this stage, you divide your customer journey into well-defined stages and while the specific stages may vary depending on your business model, common ones for B2B SaaS include awareness, evaluation, acquisition, activation, retention, expansion, referral and revenue (we’ll go into detail on these stages in the later section).While mapping out your customer journey in B2B SaaS, leverage the insights collected through website analytics, surveys, support interactions, and user interviews. Gather Customer Data: Both quantitative and qualitative data will provide the empirical basis for understanding how customers interact with your product at each stage of their journey. ![]() ![]() Ideally, they should have as many details as possible, including characteristics such as job roles, pain points, and objectives.
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