Customer Journey Optimization For SaaS Companies

It's time to build your customer journey map and develop a killing marketing strategy tailored to your needs

Develop and test impactful marketing campaigns. Monitor their performance, make real time adjustments, measure your KPIs and make informed, data-driven decisions.

"Goodish Agency does Web Development, Analytics, CRM, Phone Integrations, Chatbots etc. They’re a fully outsourced agency for all your technical needs. It’s more than just hiring an agency to run your Facebook ads, it’s a whole digital architecture and I put my trust in Goodish. I’d recommend them to anyone."

Dan Daniel, director at American Credit Systems

"Goodish Agency does Web Development, Analytics, CRM, Phone Integrations, Chatbots etc. They’re a fully outsourced agency for all your technical needs. It’s more than just hiring an agency to run your Facebook ads, it’s a whole digital architecture and I put my trust in Goodish. I’d recommend them to anyone."

Dan Daniel, director at American Credit Systems

Why do I need marketing strategy?

What is a customer journey map?

A customer/user journey map is a visual depiction (usually presented in a form of diagrams) of the steps that your customers take when interacting with your company. From becoming aware of your brand, to singing up to a newsletter, making a purchase, or referring it to a friend, a customer journey map provides a better understanding of what motivates your customers to reach a particular goal.

Key moments on your customer journey

Awareness

How do users find out about you? Is it through paid ads, influencers, social media, referrals, organic traffic…? Don’t forget the importance of a first impression!

Engagement

How can users interact with your brand? What kind of topics are you opening and where? Do you understand what pieces of information are crucial for your clients in specific moments?

Consideration

Let the user experience what does it mean to be your client. Create unique experiences, explain your product in-depth, and deliver value (ie. offer a free trial).

Conversion

Users don’t buy software, they buy tools & features. It’s important to recognize when the user understands your product/service and its value. This is the moment when you can stop explaining and start selling your product/service.

Experience

Horray, you’ve made it! The user finally subscribed to your product/service. Now you have the opportunity to turn them into loyal customers by providing value and offering great customer support. Don’t get discouraged if not everyone becomes a long-term loyal client that is just dying to refer you to their friends; it’s normal for a small % of customers to churn.

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Key metrics on your user journey

Key metrics on your user journey are basically conversion rates between the key steps throughout your user journey. Unfortunately, many companies are not able to measure and understand their key metrics. This however really is key feedback information about the success of our marketing tactics and campaign.

Visitors to sign-ups rate indicates the success of your awareness campaigns. Are we targeting the right audience? Is our offer or campaign appealing enough?

Sign-ups to product-qualified lead (PQL) rate tells us how good our onboarding experience is. Through onboarding, we understand the visitor’s first experience, as well as the efficiency of different supportive activities such as email campaigns, chatbots, customer support, demo calls, and so on.

Product-qualified lead (PQL) to customer rate is the success metric for your sales team. At this point we know we have the right product for the right customer. But will we be able to close the deal?

Percentage of active customers. How many users are actively using our product after 4 weeks or 6 months? And what do we do if our product analytics shows that someone is not using the product?

Renew and churn rates tell us how many people will continue using our product (pay for another month/year) and how many will drop off. Churn rate is an important metric for calculating monthly recurring revenue (MRR) and for long-term predictions.

Why Goodish Agency?

Enjoy Complete Customer Journeys

Get unprecedented insights to every single touch point of each and every customer journey; from anonymous visitors to paying customers.

Get Access to Your Customer Journey Analytics

Observe revenue-generating activities across your sales pipeline, marketing channels, and promotional campaigns.

Purposefully Build and Scale What’s Working

We’ll dive deep into every aspect of each of your channels, campaigns and experiments to rapidly drive up your ROI.

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"Goodish is a top research marketing agency. They were tasked with delivering a strategic review of our digital marketing activities. Their delivery was within budget and on time within a very tight schedule.

Our leadership team gained unprecedented insight into our overall digital marketing strategy with a level of detail and clarity we had not seen before.

I would highly recommend Goodish Agency to anyone looking to improve their digital marketing outcomes."

Boštjan Bregar, co-founder & CEO at Loop Email

"Goodish is a top research marketing agency. They were tasked with delivering a strategic review of our digital marketing activities. Their delivery was within budget and on time within a very tight schedule.

Our leadership team gained unprecedented insight into our overall digital marketing strategy with a level of detail and clarity we had not seen before.

I would highly recommend Goodish Agency to anyone looking to improve their digital marketing outcomes."

Boštjan Bregar, co-founder & CEO at Loop Email

bregar bostjan

Our Process

Research, Research, Research

We’ll start by conducting research — review historical data, analyze competitors, complete a heuristic analysis, user testing, conduct in-depth interviews, and more. A deep understanding of your product and customers is at the core of what we do.

 

Customer Journey Optimization

We’ll provide you with data on user tracking from social media, to website visits and app usages. Gain insights across your whole customer journey map from unknown visitors to paying customers. Make better, data-driven decisions.

 

Win a Niche

Based on our research and in-depth analysis we are able to detect your most valuable customers and attract more just like them. In other words, we’ll determine the top 10% of users who are absolutely in love with your service/product and represent your biggest stakeholders. And then we’ll find more people like that 10%.

 

Scale

Scaling is a rollercoaster. Get ready for it. We’ll enhance your customer journey map by optimizing your landing pages, paid advertising, social media, help you with A/B tests, and other experiments. Once you start receiving highly qualified leads, only the sky’s the limit.

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Ian

"Working with Goodish was great. They fixed a goal tracking / data integrity issue that had several other experts stumped. I wouldn’t hesitate to work with them again in the future"

Ian from Pribly Ventures LLC

"Working with Goodish was great. They fixed a goal tracking / data integrity issue that had several other experts stumped. I wouldn’t hesitate to work with them again in the future"

Ian from Pribly Ventures LLC

Ian

Make sure you're collecting the RIGHT DATA

A Google Analytics & Tag Manager expert will check your tracking setup and deliver at least

7 ACTIONABLE TIPS FOR FREE.

gtm audit

FAQ

A customer journey map is a visual representation of all the different journeys that your users may experience when engaging with your brand. For Saas companies, this usually consists of goals such as website visits, email campaigns, chatbots, and customer support, etc.

To measure a customer journey, you can use various platforms from FB pixel and Google Analytics to Mixpanel, Firebase, PostHog, etc. The key thing is to have all of this data gathered in one place, providing you with in-depth insights that you wouldn’t have been able to determine otherwise.

Customer journey optimization is a process of connecting, mapping, and improving various touchpoints of customer interaction in order to direct or influence the end-to-end experience. Organizations that focus on optimizing their customer journeys tend to drive customer loyalty.

Companies tend to have many different marketing tactics resulting in scattered data across various platforms. By working with a customer journey agency, you’ll have all this data gathered in one place providing you with a clear picture of what touchpoint could be improved in order to reach your goals.