Identify your Cloud Customer Journey with CX Touchpoints

 
 

Becoming a SaaS vendor is not easy, not when you have thousands of vendors competing in your category. The website ChiefMarTec has a cool visual that shows 8,000 vendors offering marketing technology solutions. And this number is up from ~6800 in 2018.

The growth in various categories in 2020, is also shown on the website, shared below. 

 

To differentiate yourself based on features is well-nigh impossible in such a scenario. A key is to focus on the complete Customer Journey and the overall Customer Experience.

Cloud Customer Journey

Looking at customer acquisition, engagement and retention, you need to provide a delightful customer experience at all CX touch points. 

Hence your cloud customer engagement strategy is vital for revenue growth and recurring sales. While a detailed strategy and framework is too large to post here, analysis of CX touchpoints and creation of a Customer Journey Map is a good start.

 [Ping me if you need a PowerPoint version of the CX Journey image above.]