Your search to find something you are looking for in every area of ​​life. What comes to your mind when you think of the crucial steps of your search that lead you to the best result in the best way? 

To be modern? To be up to date? To be successful? To be different?

You can be all of them with the most familiar, brilliant, different, and unique way to reach the solution that comes to you with the SaaS marketing journey. 

The conditions your customers are dealing with, their personal preferences, circumstances, and even merely their sweet will matters while deciding to maintain permanency with your product.

In this article, we’ll cover how you can fulfill your customer’s needs by mapping out andoptimizing the SaaS customer journey.

What is the SaaS Customer Journey?

SaaS customer journey is the statistical and dynamic way that decides how you will efficiently communicate with your customer.

You are constantly working to pursue and retain content about your product, which shapes customers’ needs. The customer journey map comprehends the customer’s needs and indicates the best and most beneficial aspects of your development, company, and team by using an innovative system. With the SaaS customer journey map, you solve the problems and establish healthy, modern, and active communication with your customer.

The 4 SaaS Customer Journey Stages

1. Awareness (Attract)

Awareness is the first stage of the SaaS customer journey. In the awareness stage, buyers acknowledge insufficiency and realize that it needs to be filled. Your journey begins with this awareness, and the customer initiates to think about your product.

How to Optimize the Awareness Stage?

To optimize the awareness process, you can track the customer’s challenges, and create social media posts, ads, or send emails about how you can solve their problem.

The Power of Ads

Ads are the best and practical example for Awareness (Attract) stage. Social media ads will be helpful and influential for gaining awareness. Today, Facebook and Instagram ads are the easiest way to grab people’s attention about your product. Seeing your product and its solutions in a familiar and accessible platform will directly convey your step forward.

The Showcase of Success

Similar products suffer from similar problems. You can show your happy customers and their case studies to attract visitors from the same industries. Case studies start to raise awareness at some point and you can use them as a showcase for other people suffering from the same problem.

2. Consideration (Experience and Convert)

The consideration process is the first step to show that the buyer’s awareness turns into action. It now consists of individuals who are potentially considering buying your product and believe that it should provide a definitive solution to the problem’s existence. They become potential buyers rather than visitors and examine whether the product solves their pain problem.

How to Optimize the Consideration Stage?

You can use intelligent content, product webinars, ebooks, or podcasts. The KPI for this stage is conversation rates, case volume, or signups to optimize the successful SaaS customer journey.

Free Ebooks

You can give free access to the customers who are considering buying your product. You can conduct a survey after the free trial ends to collect data from their limited experience and provide them to experience extra details about your product.

Creating podcasts and producing catchy promotional videos will also be an intriguing and pioneering way to make your customers think about your product.

3. Decision (Purchase)

At this stage, the buyers cease to be SQL and become customers who have realized the deficiency, decided to buy, and want to solve by making an explicit effort to get to know the product. They believe the product and start using it. They begin to generate feedback about the product for you.

It is one of the lucrative and essential steps in collecting data in mapping after persuasion. Recurring revenue and churn emerge and become more critical at this stage in SaaS growth.

How to Optimize the Decision Stage?

Free trials, demos, testimonials, reviews, andcase studies again play a crucial role at this stage to ensure that the buyer uses the product in the best possible way.

Clear Explanation

Time is the most crucial thing to grant for this step – therefore easy navigation. When the customer encounters your product, single sign-on to the system, well-informative pricing and plans, and a simple purchasing process will inevitably affect their decision for your product.

Offering Help

For the ones who purchased, you can follow their data and recommend some extra opportunities to create a profound bond between them and the product.

You can offer help, send e-mails or arrange meetings for the ones who haven’t decided to purchase your product yet.

4. Retention (Long-Term Relationship)

The retention step is when you strive and reach the result of your effort in all phases. Since the thought of buying the product turns into the continuity of the product at this stage, many companies ignore this stage and can quickly lose their customers.

It is the most critical step that creates the continuity of the product. You follow the customer month by month and observe in detail whether the product meets the expectations if there is a deficiency or problem, how it can be corrected and continued, and the general issues and differences experienced by the customers.

How to Optimize the Retention Stage?

You can use in-App Messages, email campaigns, knowledgebase, training Courses, or NPS surveys to optimize this process. All this effort to stay in touch creates a healthy process for you and your customer to get to know each other better, and the buyer turns into a regular customer.

Personal Touch

The most reliable, supportive, and uplifting way is personalization for this step. A customized language in e-mail campaigns or content sharing will make your customer connected and updated to the product and news about it, so this will be a lucrative way for your development and data. Your initial attempt should be to create an enhancement and profound connection for your customer.


The SaaS customer journey enables you to establish an integrative, up-to-date, and personal communication by capturing and thinking about every detail between your buyer and you. SaaS customer journey stages provide the best path to success while shedding light on how this process can be optimized for best progress.

Have you read our previous article? We recommend you to take a look at Cloud-based Integration: 7 Cloud Integration Platforms and dive into the cloud!

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