Blog

In the SaaS world, our customers have choices (and power) like they’ve never had before. Switching costs tend to be much lower and, because of the subscription model, we give them the option to say “no” long before we’ve achieved our hoped-for lifetime value.

Ruben Vleurick

April 6, 2022

Focusing solely on churn reduction does not consider your business outcomes and how these outcomes affect and are related to the customer.

Ruben Vleurick

April 6, 2022

To optimize your company’s success, you want to find ways to make the lives of your customers as frictionless as possible and anticipate their problems before they know they have them. To help achieve this, you need to create customer success playbooks.

Ruben Vleurick

April 4, 2022

CX is the result of every interaction a customer has with your business, from navigating the website to talking to customer service and receiving the product/service they bought from you. Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer experience is your key to success.

Ruben Vleurick

March 29, 2022

If a company has a high user adoption rate, it’s an indication that far more individuals are adopting the product than are abandoning it. That usually means the company is acquiring new users very efficiently.

Ruben Vleurick

March 23, 2022

A customer escalation is a support situation where an initial attempt to resolve a customer’s ticket has failed and the ticket has to be passed on to the next stage in the support process.

Hans Ott

March 21, 2022

The term customer advocacy should make your ears perk up. These are the people who will become the pillars of your brand - the ones who spend the most money, bring in more customers, and shout your name from the rooftops.

Patrick Schumacher

March 14, 2022

Customer segmentation is the process of dividing customers into different groups based on common characteristics, such as demographics, behaviors, and affinity.

Yves Delongie

February 21, 2022

Customer retention can hold more weight than acquisition. It’s the leading indicator of your business’ health and key metric to determine its ultimate valuation.

Ruben Vleurick

February 14, 2022

Customer engagement metrics are important because they show how your product strategy aligns with user interest.

Ruben Vleurick

February 10, 2022

Each customer you interact with is different. Emails they get might be the only method of communication they have with your company. And while it is a daily routine for your support team, receiving a response from you is a unique experience for customers, which determines whether they will continue buying from you.

Hans Ott

February 9, 2022

To run a customer support process optimally, you need to measure what each individual user and account is actually doing in your app, how the typical onboarding flow looks like, and what potentially drives accounts to churn. So, being able to learn these typical flows and react on them in your support ticketing tools becomes key to improving customer support.

Patrick Schumacher

November 16, 2021

If you are in the field of customer success for quite some time, you would have known the definition of it by heart by now. It is a business strategy through which you ensure that the customer is able to reach their goals by using your product.

Patrick Schumacher

April 21, 2021

The defining factor of a successful profitable business is happy customers who buy products or services and therefore create revenue for the business.

Patrick Schumacher

March 25, 2021

Users only adopt a product if it helps them achieve a goal of theirs—whether it’s ordering food or launching a business.

Patrick Schumacher

March 8, 2021

When creating your marketing and sales strategy, which basically includes engaging with customers at some point, it’s important to have a clear picture on who these customers ideally may be, what problems they may be encountering and what they may need to solve those problems. By focussing on creating customer profiles first, you can make better informed decisions for your business later.

Ruben Vleurick

March 22, 2022

As you grow, complexity will increase and new departments, teams, initiatives will require focus on new goals. It’ll be a mix of quantitative and qualitative goals, inputs, and outputs.

Ruben Vleurick

February 14, 2022

The process begins with acquiring new customers, and after a while, we have a database of customers. However, sometimes things don’t work out as planned and users or customers keep churning from our service, so we end up spending fortunes on getting new customers to know us.

Hans Ott

February 9, 2022

To run a sales process optimally, you need to understand the different customer journeys that lead to a sales. And while lots of companies start with assuming an ideal path for customers to traversing, reality shows that this assumption is often wrong, or at least is not unilaterally correct. It all comes down to measuring each lead as well as possible, in function of different sales stages.

Ruben Vleurick

January 27, 2022

Marketers use customer profiling to identify the best customers, their common interests and demographic information. This concept will help you to make informed targeting decisions based on customer profiling analysis by providing an overview of key characteristics and tools.

Patrick Schumacher

January 20, 2022

Working with customers means you are in the business of establishing strong customer relationships early on and managing certain expectations to achieve your customer success driven goals.

Patrick Schumacher

October 21, 2021

Ensure that the right resources are being delivered to your customers so that your customers will receive value from using your product.

Patrick Schumacher

October 12, 2021

Last week, we sat down with Laurent Vandevelde, CEO at EasyOrder. We asked him for his growth ambitions, his main challenges in achieving it, and his experience in being at the forefront of the product-led growth revolution. That is, implementing journy.io. 😉

Yves Delongie

September 28, 2022

Product-led or sales-led growth? Truth is, most likely both, and it’s called product-led sales.

Ruben Vleurick

May 25, 2022

Why Certain Product Led Growth SaaS Companies Are Crushing It

Ruben Vleurick

May 12, 2022

The ultimate guide on how to adopt a PLG strategy for saas businesses.

Yves Delongie

May 6, 2022

Product Led Growth (PLG) is a go-to-market strategy where the product is used to acquire, activate and retain customers. This strategy allows SaaS companies to create a pipeline of users that can be converted into paying clients without a human touch.

Ruben Vleurick

May 4, 2022

Pay close attention to what your customers are saying. Know that business metrics like revenue and churn tell only a part of the story. Knowing why customers make certain decisions is critical.

Ruben Vleurick

April 19, 2022

In today’s market, B2B SaaS companies are expanding through product-led growth. But how do they retain their new customers and get them using their product consistently? The answer lies in product-led customer success.

Yves Delongie

April 18, 2022

Metrics provide a common language and reporting system that cross-functional teams can rally around. The right set of metrics can act as a north star that helps all departments navigate toward the same goal.

Ruben Vleurick

March 15, 2022

Having a great sales team in place helps. Using marketing automation to run multichannel marketing campaigns as part of your lead generation efforts helps. However, not all leads are cut from the same cloth. You can generate leads all day, but lead quality is a highly important factor in your ability to convert them to customers.

Hans Ott

March 10, 2022

Unlike past decades, when channels were separate and siloed, today’s path-to-purchase is a long and winding road. Multiple touchpoints, both online and off, need to stay connected— including email, CRM, e-commerce, social media, and retail POS.

Hans Ott

January 20, 2022

When customers are satisfied, their most important needs are met and their expectations are potentially exceeded.

Patrick Schumacher

December 13, 2021

Data tends to be organized by internal departments. Finance, Marketing, HR, Sales, Customer Success and other departments need different information to do their work, and those individual collections of often overlapping-but-inconsistent data are in separate silos.

Patrick Schumacher

August 16, 2021

In a digital world where customer-centricity, personalization, and customer experience separate the winners from the losers, it’s no coincidence that these companies thrive.

Patrick Schumacher

July 13, 2021

Following about two years of research and model testing, we're proud to finally release Smart Signals ✨, small logical indocators that reflect the state of each account/user within a PLG motion. Leveraging Machine Learning 🤖, yet flexible enough to be altered by customers, they eventually shape the foundation for **automatically** detecting signups that are most likely to buy, to expand, or the churn.

Yves Delongie

November 13, 2022

Whether setting up workflows for freemium and trial signups to convert more, or for paying customers to be expanding towards a higher tier, or preventing to churn, being able to compare and optimise different workflows for maximum goal conversion is pretty much on every sales and CS leader’s list.

Yves Delongie

October 18, 2022

We’ve released Inbox, a place where each platform account/user that needs supervised intervention gets a case with to-do tasks and best-next actions. Built from the ground up for sales and customer success teams, they now have the power to orchestrate outreach throughout the entire organisation... the PLG way!

Hans Ott

October 13, 2022

Customer-facing teams at SaaS companies need clear insights on who their customers are, and what they’re doing on your platform. 🙌 With stage view, journy.io provides a SaaS growth pipeline, with accounts/users clearly ordered by lifecycle stage, and which includes key details, from health to triggered PLG signals. 💡

Yves Delongie

September 25, 2022

Growth teams at SaaS companies need clear insights on who their customers are, and how they differ with e.g. those who didn’t convert. By analysing data from across an entire stack, from CRM, Marketing Automation, and other engagement platforms —combined 🙌— they are now able to easily determine trends in customer segmentations and aggregations.

Hans Ott

September 20, 2022

Customer teams need product usage insights. To that end, dev teams are being asked maintaining non-platform-critical features. A better approach is to simply send raw events and metadata onto a secure data pipeline, and have a customer data platform compute key metrics!

Hans Ott

September 13, 2022

For those living on another planet for the last decade, HubSpot has evolved to becoming one of world’s most used inbound marketing, sales, customer success and lately operations platforms. And with journy.io its getting even better

Yves Delongie

November 5, 2021

A customer data platform is software that collects customer data and events from different sources, unifies the data, create new contextual data from events, and constructs full profiles which is shared across a ecosystem of apps.

Yves Delongie

July 14, 2021

Feture Friday: Health Scoring. Well you will be able to understand now what drives them, you will be able to detect churning signals, cluster them in segments and detect health scores within your customer lifecycle stages.

Patrick Schumacher

June 25, 2021

It can only be a good thing if your team is all working in the knowledge that things aren’t able to be swept under the rug or lost to confusing admin. It’s also the most optimal way to deal with your data and crucial if that data is incoming from a dozen different directions.

Patrick Schumacher

November 25, 2020

Marketing platform Filiatly achieves 17% more conversions with journy.io.

Yves Delongie

November 30, 2021

Cloud meeting platform Vectera integrates journy.io to analyse marketing ROI, and to gather health, stages, lead personas and trial feature adoption scores, to improve conversion, retention and churn.

Yves Delongie

October 20, 2021

Emlen enables B2B customers to instantly create 'digital deal rooms', empowering them to communicate and share digital sales and support content in a great unique 'Netflix-like' way. journy.io monitors each lead and customer; analyses product feature adoption; and pushes buying- and churn risk signals to Emlen's martech tools and CRM.

Yves Delongie

October 10, 2021