SaaS Customer Lifecycle

gistfile1.md

Customer lifecycle stages

1. New Trial (Customer have signed up for trial)

• Confirming beginning of trial period and self-explaining content on service.

2. Activation (Account Activated and start getting value from service provider.)
3. Onboarding (Pay at the end of trail period)

• End of trial period experience.
• Database to store those opting out of trial for periodic update. (based on permission from individual clients)
• Confirmation to those customers deciding to continue.

4. Established (Paying customers after onboarding period)

• Relationship and engagement mails.

5. Highly engaged (Highly active customers)

• Frequent emails on updates and service.
• Reward points and engaging activities.
• Lightly engaged (Customers who don’t utilize the service fully)
• Relationship and engagement emails.
• Fading (Users who likely tend to stop using the service)
• Gone (Paying users would tend to churn)
• Periodic mailers on service. (with permission from customer, obtained while leaving process)

Order to cash life cycle

• Standardize Quotation and Order Management (Standardized process to obtain customer requirements)
• Integrate order entry (Credit and billing)
• Automate the O2C cycle (Auto generated invoice)
• Automated alerts
• Send invoices and receive POs and payments electronically (automate invoicing and payments receipt send to users)