Customer Journey Map for SaaS Businesses
Posted: Tue Jan 28, 2025 6:47 am
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.
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.