Customer Journey Mapping: On the Right Path

May 30, 2018

Customer Experience Magazine | Amy Downs

If you live in the software-as-a-service (SaaS) world, then you probably understand the gravity of customer retention.

 

Recurring revenue is key to sustaining any SaaS business, which is why it is critical to understand not just how to win customers, but how to keep them.

A customer journey mapping process is a key tool which can build cross-functional collaboration and create a culture of customer obsession and increase retainment. Customer journey mapping enables you to outline the entire journey of a customer, from the point of initial engagement with your brand onwards, capturing every interaction they have with your company.