Learn about approaches to define SaaS buyer and user personas and map their experience journey. The customer journey is an exercise of mapping the hypothetical ideal customer journey from the first buying experience to product adoption and renewal. As part of this exercise, we try to think about the journey that our buyers and users are going through, define the customer experience, engagement touchpoints, and metrics to measure performance of each stage along the customer lifetime. Mapping this journey helps us to identify the possible touchpoints with the customers and optimize our interactions with them in these different touchpoints to increase retention and growth.
