Customer Journey Map for SaaS Businesses

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The map follows the decision-making process, to uncover the alternatives these customers consider. And then, covers how the business could expand to meet their needs.

Customer Journey Map for Service Businesses
Are you a service business? So is Telus, a Canadian telecommunications company. And they partnered with Bridgeable to create a customer renewal journey map.

Makes sense, right? Keeping renewals strong is central to the success (or failure) of service-based companies.

This map was designed to transform the renewal process—and reduce service costs. The process revealed two primary streams of customer behavior: the "passive optimist" who goes with the flow, and the "proactive warrior" who hunts down the best deal.

This end-to-end customer journey map tracks both customer types, along with their emotions and actions (such as, calling the customer service team).


With these map-given insights, Telus employed an AI-driven bahrain telegram data omni-channel solution to personalize the renewal experience for customers, regardless of how they did research. And in an initial test phase, they saw a 20 percent boost in customer satisfaction!

So ask yourself: does it make sense for you to adopt aspects of the approach in their map?

SaaS maps look different—but just a bit.

SaaS journeys are often self-reliant, since customers might not connect with anyone before testing out your app (via your free trial, for example). So, they need early access to how-to content. They also really need seamless onboarding.

And speaking of free trials, that’s a unique touchpoint here.

Ready for an example? Here’s a basic, generalized one for a SaaS customer, from a medium-sized business.