Looking for a reliable Braze alternative for customer lifecycle management? Businesses are constantly searching for the best tools to manage their customer lifecycle management. If you’re one of those businesses, you’re in the right place. In this blog, we’ll break down the top Braze alternatives that can excel your business in customer lifecycle management.

What Is Braze and Its Key Features​

Braze is a powerful customer engagement platform that allows businesses to collect user data and deliver personalized messaging across various channels. This platform is equipped with AI capabilities that focus on predicting purchasing behaviors and customer retention rates. Braze is especially appealing to digital-first mid-market and enterprise-level businesses that have a significant mobile presence.

Automated Message Triggers and User Segmentation​

One of Braze's key features is the ability to segment users based on various criteria and automatically trigger messages tailored to those segments. This allows businesses to send targeted communications to different groups of users based on their behaviors, preferences, and other data points.

Omni-Channel Messaging​

Braze enables businesses to communicate with their customers across multiple channels, including email, push notifications, in-app messages, and more. This omnichannel approach ensures that businesses can reach their customers wherever they are, increasing the likelihood of engagement and conversions.

Real-Time Analytics and Comprehensive Reports​

Braze provides businesses with real-time analytics that offer insights into how users are interacting with their messaging. This data helps businesses optimize their campaigns and improve their overall marketing strategy. Braze offers comprehensive reports that give businesses a detailed view of their performance across various metrics.

Campaign Orchestration​

Braze's campaign orchestration capabilities allow businesses to plan and execute complex marketing campaigns across multiple channels. This feature enables businesses to streamline their marketing efforts and ensure that their messaging is consistent and effective.

Advanced Personalization for Targeted Messaging​

Braze offers advanced personalization features that allow businesses to create highly targeted messaging for their customers. By leveraging user data and AI capabilities, businesses can deliver messages that are relevant and timely, increasing the likelihood of engagement and conversions.

Basic In-App Messaging​

Braze also offers basic in-app messaging capabilities, including modals, carousels, and in-app surveys. This feature allows businesses to engage with their users while they are using their mobile apps, increasing the likelihood of conversions and improving the overall user experience.

Reasons to Consider a Braze Alternative​

Motivations for Seeking Braze Alternatives​

Businesses might be compelled to seek alternatives to Braze for various reasons, such as cost, scalability issues, specific feature limitations, or integration challenges with other tools. Customer engagement platforms like Braze can offer tools and features for marketing and CRM teams to segment users, build user journeys, send ad-hoc messages, and run A/B tests.

These tools can quickly become challenging to manage. As more segments are created, more messaging and user journeys need to be built, leading to increased maintenance. Ad-hoc messaging and A/B testing can become time-consuming and clunky, making the platform cumbersome to manage.

Testing Challenges with Braze​

Testing is essential for CRM and growth, but the limitations and time-consuming nature of the Braze testing environment can hinder the ability of teams to run multiple tests simultaneously. The process of setting up each individual test involves several steps, severely limiting each team’s capability to run tests. Companies using Braze have reported that they can only run one or two tests at a time due to the intricate setup requirements.

Limited Personalization Capabilities​

Despite its advertising, achieving true personalization with Braze can be quite difficult due to the manual processes involved in building campaigns, creating segments, and managing journeys. Users also report limited testing capabilities, further hindering personalization efforts. The cumbersome testing process, combined with other limitations, makes it challenging for businesses to personalize interactions effectively with Braze.

Optimizing Customer Journeys with Rengage's No-Code Platform​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

30 Braze Alternatives for Enhanced Customer Engagement​

1. Rengage​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

2. Leanplum​

Leanplum offers a mobile engagement platform with features such as A/B testing, personalized messaging, and in-app content management. Pros include a user-friendly interface and robust analytics, while cons may include limited support for web channels.

3. Iterable​

Iterable is a cross-channel marketing platform that provides automation, personalization, and segmentation capabilities. Pros include advanced workflow functionalities and intuitive user interface, but some users may find the pricing to be high.

4. Sendinblue​

Sendinblue is an all-in-one marketing platform that offers email marketing, SMS, and marketing automation tools. Pros include a free plan for beginners and a user-friendly interface, while cons may include limited advanced segmentation options.

5. CleverTap​

CleverTap is a mobile marketing platform that features user segmentation, engagement campaigns, and analytics. Pros include a comprehensive feature set and easy integration, while cons may include higher pricing for larger enterprises.

6. MoEngage​

MoEngage is an AI-powered customer engagement platform that provides personalized messaging, analytics, and automation. Pros include robust segmentation capabilities and in-depth analytics, while cons may include a complex setup process.

7. OneSignal​

OneSignal is a free push notification service that allows users to send messages to their audience on web and mobile. Pros include a generous free tier and easy integration, but some users may find the feature set limited compared to Braze.

8. Intercom​

Intercom is a customer messaging platform that offers live chat, email marketing, and customer support capabilities. Pros include a strong focus on customer communication and a user-friendly interface, while cons may include higher pricing for additional features.

9. Customer.io​

Customer.io is an email automation platform that enables targeted messaging based on user behavior. Pros include a flexible segmentation system and an easy-to-use interface, while cons may include less comprehensive multichannel support.

10. Pendo​

Pendo is a product analytics and user feedback platform that helps businesses understand user behavior. Pros include in-depth analytics and feedback tools, while cons may include a narrower focus compared to Braze.

11. MoEngage​

MoEngage is an AI-powered customer engagement platform that provides personalized messaging, analytics, and automation. Pros include robust segmentation capabilities and in-depth analytics, while cons may include a complex setup process.

12. Ortto​

Ortto unifies your data sources to unlock a single view of the customer journey, and allows you to craft personalized, omnichannel marketing messages at speed. With Ortto, you can build custom activities that can be used to enter customers into journeys and target them with personalized, omnichannel marketing messages. Building journeys across email, SMS and in-app messaging is incredibly simple and intuitive and, with templates available for common goals like onboarding users and generating feedback, many high-performing journeys can be built in minutes.

13. Emarsys​

Emarsys is a SAP company that aligns business’ desired outcomes with omnichannel customer engagement strategies to accelerate time-to-value and deliver one-to-one customer experiences to produce measurable results.

14. Hubsppot Marketing Hub​

Hubspot Marketing Hub is part of the Hubspot CRM platform, enabling brands to house marketing tools and data in one place to better personalize customer experiences.

15. Bloomreach​

Bloomreach offers a suite of products that together drive personalization and growth. These products are Discover, Content, and Engagement, which includes the CDP and marketing automation solutions. Bloomreach harnesses AI to help businesses enhance digital commerce experiences to boost conversion.

16. Adobe Marketing Cloud​

Adobe Marketing Cloud is a platform for creating, automating, and personalizing cross-channel campaigns. It combines various products, like:

• Adobe Marketo Engage, which helps with B2B and B2C marketing automation.
• Adobe Target, which is a personalization engine and A/B testing software.
• Adobe Experience Manager, which is a content and digital asset management system.
• Adobe Campaign, which gives brands a single place to manage and automate marketing campaigns

17. Salesforce Marketing Cloud​

Similar to the previous entry, Salesforce Marketing Cloud is an enterprise cloud platform that combines different solutions. Its foundation is Salesforce’s CDP which acts as a single source of truth for customer data. The cloud also includes a product for personalizing customer experiences and a marketing automation software tool for email, SMS, social media, and other channels.

18. Oracle Marketing​

Oracle Marketing is a cloud-based marketing platform comprising various martech solutions. Most of the platform is made up of products acquired by Oracle over the years, like Eloqua (for marketing automation) and Maxymiser (for testing and optimization). The entire product set helps companies unify customer data, deliver personalized experiences, and increase customer loyalty and retention.

19. WebEngage​

WebEngage is a retention and customer engagement platform that combines a CDP, a personalization engine, an omnichannel campaign tool, and an analytics solution. It supports both on-site and in-app personalization, as well as channels like email, SMS, and web push. It can also help with Facebook and Google retargeting by exporting user segments and using them for more precise targeting.

20. Dynamic Yield​

Dynamic Yield is a personalization platform for websites, mobile apps, and email marketing. It lets brands combine customer data from various sources, build detailed segments, and target them with personalized campaigns. It also has a product recommendation engine that helps determine what customers are likely to buy next. Dynamic Yield supports integrations for many popular marketing tools like FullStory, Twilio’s SendGrid, TypeForm and its alternatives.

21. Attentive​

Attentive is a versatile SMS marketing platform. It lets brands increase their SMS subscriber growth through different sign-up units that can be quickly designed and deployed on a website, mobile app, or messaging channel. It also offers various SMS campaign automation and personalization features.

22. Klaviyo​

Klaviyo is an eCommerce marketing automation platform for small businesses, as well as midsize and enterprise companies. The platform is focused on email and SMS and it helps companies expand their subscriber lists, create detailed segments based on behaviors, interests, LTV, and more. It also comes with lots of email and SMS templates, as well as pre-built automation for various use cases.

23. MailChimp​

MailChimp is a intuitive, straight forward platform that is ideal for small and medium-sized businesses on their email outreach. Started on one of their free options and migrated to a paid solution. They have a lot of very streamlined applications and the template tool is nice to use

24. SendGrid​

SendGrid is best in class and is constantly innovating to deliver the best email platform. Both the 'transactional' and 'campaign' (lists) modules are top-notch. SendGrid has excellent tools for helping with deliverability and domain configuration

25. Zoho Marketing Automation​

Zoho Marketing Automation is a comprehensive marketing automation platform that offers features like lead management, email marketing, social media marketing, and analytics. It enables businesses to automate their marketing processes and engage with customers effectively

26. Brevo Marketing Platform​

Brevo Marketing Platform is a marketing automation solution that helps businesses streamline their marketing efforts, personalize customer interactions, and track campaign performance. It offers features like email marketing, lead scoring, and customer segmentation to enhance marketing strategies

27. Zeta Marketing Platform​

Zeta Marketing Platform is a customer engagement platform that provides personalized messaging experiences across various channels. It focuses on audience segmentation, multichannel messaging, automation, and analytics to optimize customer engagement and drive results

28. Campaign Monitor​

Campaign Monitor is an email marketing platform that allows businesses to create, send, and optimize email campaigns. It offers features like email automation, personalization, and analytics to help businesses connect with their audience effectively

29. Constant Contact​

Constant Contact is an email marketing platform that enables businesses to create and send professional email campaigns. It offers features like customizable templates, contact management, and reporting tools to help businesses engage with their audience and track campaign performance

30. ActiveCampaign Platform​

ActiveCampaign is a customer experience automation platform that combines email marketing, marketing automation, sales automation, and CRM tools. It helps businesses automate their marketing processes, personalize customer interactions, and drive sales growth

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

How to Choose the Best Customer Engagement Platform​

When selecting a Braze alternative, there are several factors to consider to ensure it aligns with your business needs and constraints. These factors include the feature set, scalability, ease of use, customer support, and integration capabilities. By evaluating these factors, you can determine which alternative best fits your requirements.

Key Points to Evaluate​

Feature Set​

Compare the features offered by different alternatives to ensure they align with your engagement platform needs. Look for essential capabilities such as data orchestration, attribution and segmentation engines, integration layers, user-friendly interfaces, and business intelligence and analytics capabilities.

Scalability​

Consider the scalability of the alternative to accommodate the growth of your enterprise. Ensure that the platform can handle increasing customer interactions and data processing efficiently as your business expands.

Ease of Use​

Choose an alternative that is user-friendly and intuitive to use, making it easier for stakeholders to interact with the platform. A seamless user interface can enhance user adoption and improve productivity.

Customer Support​

Evaluate the customer support services offered by the alternative vendor. Ensure they provide adequate support to address any post-integration needs and challenges, ensuring ongoing assistance.

Integration Capabilities​

Assess the integration capabilities of the alternative with your current enterprise martech stack. Look for seamless integration with existing systems, such as CRM, data analytics tools, and other marketing software, to avoid compatibility issues.

Framework for Evaluating and Comparing Alternatives​

To evaluate and compare Braze alternatives effectively, consider using a structured framework or criteria to assess each option. Common frameworks include cost-benefit analysis, feature comparison, and user reviews.

Key Framework Criteria​

Core Capabilities: Identify the core capabilities required for your business and compare them with the features offered by each alternative. Align the platform's functions with your engagement needs.

Enterprise Martech Stack Compatibility​

Determine how well the alternative can integrate with your current martech stack. Check for compatibility with existing systems and evaluate whether the platform can seamlessly integrate with your technology infrastructure.

Implementation Timeline​

Evaluate the implementation plan and timeline proposed by the alternative. Consider factors such as data import capabilities, integration with third-party systems, data ingestion, storage, activation, data export features, training, and customer support.

By assessing these factors and using a structured framework, you can effectively select a Braze alternative that meets your business needs and constraints.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage is the ultimate solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. It accelerates your customer journey from onboarding, activation, conversion, and even churn. With Rengage, you can unlock revenue from your existing user base. It provides insights into your segments, allowing you to run campaigns efficiently with an intuitive journey manager, and measure how your journeys impact user conversion using the Journey Moments and Journey Builder features.

Journey Moments: Unlocking insights into your micro-segments​

Rengage's Journey Moments feature gives you a detailed understanding of your micro-segments. By utilizing this tool, you can delve deep into the behavior and preferences of each segment, enabling you to tailor your messaging and engagement strategies accordingly. This targeted approach ensures that your efforts resonate with your audience, driving better results and customer satisfaction.

Journey Builder: Intuitive multi-channel marketing automation​

Rengage's Journey Builder empowers you to create personalized, multi-channel campaigns effortlessly. This feature enables you to set up automated workflows that trigger messages and actions based on user behavior, preferences, and interactions. By leveraging Journey Builder, you can engage your audience across various platforms, fostering stronger connections and driving conversions.

Insights Prediction and Attribution: Understanding the impact of your journeys​

[Rengage]](https://rengage.ai/) provides robust insights into how your customer journeys are affecting user conversion. By analyzing the data generated through your campaigns, you can gain a clear understanding of what's working and what needs improvement. These insights enable you to refine your strategies continuously, optimizing your customer interactions and driving loyalty.

Book a Free Demo and Transform Customer Interactions​

Rengage offers a seamless way to transform your customer interactions into personalized experiences that drive loyalty and growth. Book a free demo today to explore how Rengage can take your customer journey management to the next level.

Are you exploring ways to enhance customer lifecycle management through Fullstory Alternatives? Fullstory is a powerful tool for user session recording, yet there are alternatives that might better suit your needs. This blog will delve into top Fullstory Alternatives that offer similar or more advanced features, enabling you to make an informed decision for your organization. If you're ready to discover alternative customer lifecycle management tools, let's dive in.

What is FullStory & Its Capabilities​

FullStory is a digital analytics platform designed to help businesses understand how customers interact with their websites and mobile applications. Once installed, FullStory captures user sessions, including mouse movements, clicks, scrolls, and keystrokes, along with device and browser information. This enables companies to monitor user behavior, analyze customer journeys, identify opportunities for improvement, and fix issues that may be causing friction in the user experience.

Key Capabilities of FullStory​

FullStory provides real-time access to actionable insights through robust visualizations like session replays and intelligent heatmaps. These visualizations help teams optimize channels, increase engagement, and drive more revenue by showing how users are interacting with their websites and apps.

Effortless Access to Historical Analytics​

Another key capability is the availability of historical analytics without the need for any coding or instrumentation. This means that businesses can access valuable data on past user behavior and performance without any additional setup, making it easier to track progress and make improvements.

Machine Learning Insights for User Experience Enhancement​

FullStory's machine-learning capabilities provide suggestions on how teams can improve the user experience based on the data collected. By leveraging machine learning algorithms, FullStory helps businesses identify areas where they can optimize the user experience and drive better results.

Comprehensive Tools for Digital Experience Optimization​

FullStory offers a comprehensive set of tools for understanding user behavior and improving the digital experience, making it a valuable platform for businesses looking to enhance their online presence.

Why Is It Worth Considering Fullstory Alternatives?​

While FullStory is a powerful tool for qualitative analysis and session replays, it may not be the best fit for every business due to several potential drawbacks and limitations. Some of these limitations include a lack of support for custom event tracking, limited governance features, confusing user experience, performance issues, and high pricing.

Challenges with Custom Event Tracking​

FullStory's lack of support for custom event tracking can create snags for teams who need to track specific events that are not natively supported by the platform. This limitation can hinder a team's ability to track every event they might want to, impacting the accuracy of data and insights gathered. Unlike other platforms that offer more customization options, FullStory's limited integration capabilities restrict the flexibility many organizations require to capture the specific data they need.

Early-Stage Quantitative Tools and User Interface Issues​

FullStory's quantitative tools, known as "Product Analytics," are still in the early stages and might not be as polished or user-friendly as they should be. This can make it challenging for teams to isolate problem areas or effectively analyze data to identify insights. The platform's interface is sometimes seen as overly complex and not as intuitive as users would like, which can hinder effective navigation and utilization of the tool.

Performance and Cost Concerns Impacting User Experience​

Performance issues with FullStory, such as slow loading times and struggles with large volumes of data, can also impact user experience. To ensure optimal performance, users may need to close other apps and browser tabs, adding an extra layer of inconvenience. FullStory's high pricing is often noted as a significant drawback, as the steep cost may lead to a low return on investment that many project managers find hard to justify.

While FullStory excels in qualitative analysis and session replay capabilities, its limitations in custom event tracking, governance features, user experience, performance, and pricing may make it less suitable for businesses with specific needs or budget constraints.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

31 Best FullStory alternatives​

1. Rengage: Enhance Customer Journeys​

Rengage is a comprehensive solution for managing and enhancing customer journeys, providing insights and measurable outcomes with no code. It accelerates customer journeys from onboarding to conversion and churn. Features include insights into segments, intuitive multi-channel marketing automation, and insights prediction and attribution.

2. Smartlook: Analyze Customer Interactions​

Smartlook is an analytics solution for websites, iOS/Android apps, and app frameworks. Understand precisely how customers interact with your platforms using recordings, heatmaps, automatic tracked events, and conversion funnels. Data is collected on a central dashboard for easy sharing and collaboration.

3. Hotjar: Optimize Conversion Rates​

Hotjar is a conversion rate optimization tool that includes heatmapping, visual session recording, funnel analytics, form analytics, feedback polls, and usability testing. It is used by digital analysts, UX designers, web developers, and product marketers to enhance digital experiences.

4. Contentsquare: Understand Customer Behaviors​

Contentsquare is a digital experience analytics cloud that helps companies understand hidden customer behaviors and drive successful experiences. Features from the former Clicktale heatmap, session recording, and A/B testing tool are integrated into a suite of customer journey analytic capabilities.

5. Quantum Metric: Build Better Digital Products​

Quantum Metric is designed to help organizations build better digital products faster. It provides a single version of truth based on actual customer experiences to help teams agree on priorities, build products customers love, and innovate with speed and confidence.

6. Glassbox: Improve Customer Experience​

Glassbox captures all activity on mobile apps and websites to visualize holistic journey maps and identify where customer experience is compromised. Embedded AI provides insights and empowers users to take real-time action.

7. Heap: Access 100% of Customer Data​

Heap is a product analytics platform that gives product, marketing, and customer success teams access to 100% of customer data. The platform automatically captures data to help uncover insights that drive business results.

Comprehensive Customer Journey Management and Enhancement​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users' conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

8. Amplitude: Track User Behaviors​

Amplitude is a product analytics platform that tracks user behaviors and events across digital properties. While it requires manual configuration, Amplitude helps teams understand how users navigate platforms and interact with content.

9. Google Analytics: Measure User Interactions​

Google Analytics offers robust features for measuring user interactions and events across digital properties. The latest iteration, GA4, expands reporting views, engagement metrics, event tracking capabilities, and predictive analytics.

10. Mixpanel: Measure User Behavior​

Mixpanel helps track user behavior across devices, requiring manual configuration of specific events. With a significant investment in engineering resources, Mixpanel can be a good alternative for organizations with high transaction volumes.

11. Chartbeat: Optimize Traffic for Media Companies​

Chartbeat is an analytics platform designed for media companies and publishers interested in optimizing traffic and content creation. It helps identify high-traffic content and important stories in real-time.

12. Adobe Analytics: Analyze Product Analytics​

Adobe Analytics offers a wide range of features, including website analytics, marketing analytics, attribution, and predictive analytics. It is suitable for organizations with generous budgets and developer resources invested in the Adobe ecosystem.

13. Countly: Measure Customer Journeys​

Countly is an analytics platform to measure and improve customer journeys across channels and devices. It helps understand how users interact with websites and applications, providing complete control over data.

14. Pendo: Increase Software Adoption​

Pendo helps product teams increase software adoption across web and mobile devices. It offers insights into employee and user onboarding, lacking robust analytical capabilities found in other platforms.

15. UXtweak: Optimize User Experiences​

UXtweak is an all-in-one solution for user research, providing session replays and heatmaps to optimize user experiences. It tracks mouse movements, device types, and offers crucial information about customer journeys.

16. LogRocket: Access Customer Behavior Insights​

LogRocket offers modern session replay and monitoring technology similar to FullStory to access customer behavior data and insights. It is easy to install, operate, and integrates seamlessly with pre-existing applications.

17. Mouseflow: Improve User Experiences​

Mouseflow collects user behavior analytics to enhance user experiences on websites and improve conversion rates. Ideal for product managers, digital marketers, and businesses of all sizes.

18. UXCam: Mobile-Friendly Customer Insights​

UXCam integrates with native and hybrid frameworks, providing session replays, heatmaps, user journeys, and automated bug captures for mobile platforms. It offers push notifications for enhanced user support.

19. Datadog: Uncover UI Issues​

Datadog’s Real User Monitoring (RUM) helps uncover UI issues promptly, optimize frontend performance, and gain insights into end-user behavior. Designed for engineers, Datadog offers powerful analytics tools for product teams.

20. Plerdy: Optimize Conversion Rates​

Plerdy is a robust Conversion Rate Optimization platform offering UX and SEO tools to track, analyze, and convert website visitors into buyers. It empowers businesses to optimize website performance and enhance sales.

21. Lucky Orange: Affordable Heatmap Solution​

Lucky Orange is an affordable alternative to FullStory with extensive heatmap features. It provides limited funnel analysis but supports session replays and live viewing for improved insights.

22. Sprig: Understand User Actions​

Sprig offers in-product surveys, session replays, and prototype tests to uncover user actions and insights. It provides qualitative user insights to drive product innovation.

23. Zoho CRM Plus: Enhance Customer Experiences​

Zoho CRM Plus is a unified customer experience platform that brings together customer service, visitor tracking, chatbots, email marketing, social media, surveys, project management, analytics, and an exclusive email client for salespeople.

24. Qualtrics Customer Experience: Improve Customer Journey​

Qualtrics Customer Experience helps companies monitor, respond to, and improve key moments along the customer journey. It integrates flexible role-based dashboards, dynamic case management, and full CRM integration.

25. LifeRay: Personalize Digital Experiences​

LifeRay helps companies build and connect targeted digital experiences across web, mobile, social, and in-store platforms. It offers an open-source portal framework, flexibility, and integration with existing backend systems.

26. Woopra: Understand Touchpoints in Customer Journey​

Woopra is a customer journey analytics platform that helps businesses understand and optimize every touchpoint in the customer journey. It offers real-time data analysis, customer profiles, personalized experiences, and actionable insights.

27. CleverTap: Drive Personalized Customer Experiences​

CleverTap combines real-time customer insights, advanced segmentation, and automated engagement tools to deliver personalized customer experiences. It offers multi-channel engagement, A/B testing, and lifecycle marketing automation.

28. IBM Watson Customer Experience Analytics: Optimize Customer Journey with AI​

IBM Watson Customer Experience Analytics leverages AI to provide deep insights into customer behavior and experiences. It helps businesses optimize the customer journey and improve overall satisfaction.

29. Oracle Infinity Behavioral Intelligence: Real-Time Customer Insights​

Oracle Infinity Behavioral Intelligence provides real-time insights into customer behavior, helping businesses deliver personalized experiences and improve performance. It enables data-driven decision-making to enhance customer interactions.

30. UserReplay: Capture Customer Interactions​

UserReplay is a session replay and customer experience analytics tool that captures and analyzes customer interactions to identify and resolve issues. It helps businesses improve the user experience and drive customer satisfaction.

31. Gainsight PX: Understand User Product Interaction​

Gainsight PX is a product analytics and engagement platform that helps businesses understand how users interact with products. It provides insights into user behavior and engagement to drive product adoption and customer success.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

11 Factors to Consider When Choosing a FullStory Alternative​

1. Aligning Analytics with Business Objectives​

Your analytics tool should be aligned with your business objectives and help you achieve measurable outcomes. Start by identifying your business goals, break them down into analytics targets, and choose a solution that provides the necessary data and reporting features to meet these objectives.

2. Considering Pricing and Budget Constraints​

Before choosing an analytics solution, understand the total cost involved. This includes subscription fees, hidden costs, and potential growth-related expenses. Evaluate your budget and ascertain if you have the resources to build and maintain your own analytics platform or if investing in a third-party solution is more cost-effective.

3. Evaluating User Interface and Visualization​

Select an analytics tool with an intuitive user interface that supports different user types. Ensure that even non-technical users can easily create and comprehend dashboards and reports. Neglecting the importance of visually appealing dashboards can hinder user adoption and decision-making.

4. Harnessing Advanced Analytics Capabilities​

Choose an analytics solution that can identify patterns, predict trends, and provide contextual insights. Advanced analytics tools enable you to build statistical models and future-proof your business, moving beyond basic mathematical calculations.

5. Assessing Integration Capabilities​

Decide whether a standalone or integrated analytics solution best suits your business needs. Evaluate how easily the platform can connect with existing systems and third-party data sources. Ensure that data can be seamlessly transferred to other systems if necessary.

6. Embracing Mobile Analytics​

Mobile analytical capabilities enable global businesses to make data-driven decisions on the go. Analyze the specific mobile analytical needs of your employees and consider whether they require the ability to view, create, or edit dashboards and reports on mobile devices.

7. Fostering Agility and Scalability​

Cloud-based analytics platforms offer scalability, allowing your analytics capabilities to grow with your business. Pay-as-you-go plans can give early-stage businesses an edge and provide timely access to insights for making fast decisions aligned with business growth.

8. Leveraging Multiple Data Sources​

Select analytics tools that can analyze and merge structured, semi-structured, and unstructured data from various sources. Opt for solutions that do not require IT assistance, enabling a holistic view of business performance across different systems on a unified dashboard.

9. Prioritizing Customization​

Choose an analytics tool that can be customized to meet your specific business requirements. Whether you need a tailored setup integrated seamlessly into your operations or the ability to extend and modify the solution for current and future needs, customizability is key.

10. Enabling Collaborative Analytics​

Collaborative analytics tools support teamwork and knowledge sharing through social features. Choose a solution that allows users to share, analyze, and interact with data in diverse formats, facilitating collaborative decision-making and information dissemination.

11. Ensuring Security and Compliance​

Evaluate the security measures implemented by your analytics provider to protect sensitive information. Establish standard security controls and procedures at different levels to regulate user access. Consider the implications of mobile BI on data security, especially when users access data outside company firewalls.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage provides a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. This platform accelerates your customer journey from onboarding, activation to conversion and churn, enabling customers to unlock revenue from their existing user base. With Rengage, users can get insights into their segments, run campaigns with an intuitive journey manager, and measure how journeys impact user conversion.

Journey Moments: Insights into Micro-Segments​

Rengage offers Journey Moments to provide insights into micro-segments. This feature allows users to gain a deeper understanding of their customer base by identifying specific segments within their audience. By leveraging these insights, businesses can tailor their marketing strategies to cater to the unique needs and preferences of each segment, leading to more effective and personalized customer interactions.

Journey Builder: Intuitive Multi-Channel Marketing Automation​

Another powerful feature of Rengage is the Journey Builder, which offers intuitive multi-channel marketing automation capabilities. This tool allows users to create and execute sophisticated marketing campaigns across multiple communication channels, including email, social media, and more. By automating these efforts, businesses can reach their customers more effectively and efficiently, driving engagement and loyalty in the process.

Insights Prediction and Attribution​

Rengage also provides insights prediction and attribution, allowing businesses to predict customer behaviors and attribute conversions to specific interactions or touchpoints. By understanding how each customer interaction contributes to the overall user journey, businesses can optimize their marketing efforts and drive better results. This feature enables users to make data-driven decisions and continuously improve their customer engagement strategies.

Book a Free Demo to Transform Customer Interactions​

Rengage offers a comprehensive set of features designed to help businesses manage and enhance customer journeys effectively. By leveraging insights from Journey Moments, executing targeted campaigns with Journey Builder, and measuring the impact of these efforts through insights prediction and attribution, businesses can drive loyalty and growth.

Book a free demo today to learn more about how Rengage can help transform your customer interactions into personalized experiences that drive business success.

If you're in the market for Adobe Analytics alternatives, you're not alone. Customers are always looking for new tools that can help them optimize their customer lifecycle management. While Adobe analytics has a solid reputation among data analytics services, it’s far from the only tool available. As data analytics services have exploded in popularity over the last decade, you’ll have no shortage of competitors to choose from. So, if you’re curious about the wide range of Adobe Analytics alternatives out there, you’re in the right place. Let’s break down several of the most popular ones to see how they compare.

What Is Adobe Analytics & Its Main Capabilities​

Adobe Analytics is an essential tool for marketers and data analysts looking to better understand their customers, streamline their marketing strategies, and enhance their digital products. This tool is designed to collect, process, and analyze data to help businesses create powerful user experiences. Adobe Analytics can help turn raw customer data into actionable insights that can be used to enhance marketing strategies, improve user engagement, and inform decisions about digital products.

Data Collection and Tracking in Adobe Analytics​

Adobe Analytics offers robust data collection and tracking capabilities, enabling users to collect data from various channels like web, mobile, video, and more. The data collected can help businesses gain insights into user behavior, preferences, and interactions. With Adobe Analytics, users can track how users engage with their websites or applications, the content they consume, paths they take, and errors they encounter. This data can be invaluable for businesses looking to optimize their digital experiences and enhance customer engagement.

Reporting and Dashboards in Adobe Analytics​

A key feature of Adobe Analytics is its powerful reporting and dashboard capabilities. The Analysis Workspace interface provides users with a variety of functions to create customizable reporting canvases. Users can visualize and break down data, compare segments, view data for specific pages or site sections, and create customized reports. Adobe Analytics also offers a reporting API and a Report Builder tool that allows users to retrieve data and create reports directly in Excel.

Audience Segmentation and Analysis in Adobe Analytics​

Adobe Analytics enables users to create audience segments based on specific criteria to compare characteristics of users or website behaviors. By segmenting audiences, businesses can gain a deeper understanding of their customer base and tailor their marketing strategies accordingly. This feature is particularly useful for businesses looking to personalize their marketing efforts and create targeted campaigns.

Attribution and Conversion Tracking in Adobe Analytics​

Adobe Analytics offers powerful attribution and conversion tracking capabilities, allowing users to track the effectiveness of their marketing campaigns and understand the factors influencing conversions. By analyzing conversion data and attribution reports, businesses can optimize their marketing strategies, allocate resources effectively, and maximize ROI.

Integrations with Other Adobe Products​

Adobe Analytics seamlessly integrates with other Adobe products like Experience Manager and Target, allowing businesses to gather and share data across different technologies and functions. This integration enhances data analysis and reporting capabilities, enabling businesses to create more personalized and effective user experiences. Adobe Analytics also pairs well with machine learning and AI technologies, providing users with advanced analytics and data processing capabilities.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

5 Shortcomings of Adobe Analytics​

1. Implementation Challenges​

Getting started with Adobe Analytics isn’t exactly as easy as turning a switch on and calling it a day. Teams are required to complete a considerable number of steps and create a comprehensive event tracking plan to ensure you’re collecting the right data and the right metrics. If your team isn’t too keen on investing a ton of resources just to get the platform working, you’re probably better off looking elsewhere.

2. Manual Tagging Requirement​

In the age of automation, teams are increasingly focused on working more productively. If that sounds like your organization, you will absolutely not like the fact that Adobe Analytics requires you to tag events by hand. If you’re interested in efficiency, your consideration of Adobe Analytics ends here.

3. Feature Overload​

It’s not often that a software product can be said to have too many features; usually, users ask vendors to add more features to their current offerings. That said, if there is such a thing as a platform with too many features, Adobe Analytics might be that platform. Due to the product’s constant improvements and advanced features, many users struggle to become productive with the platform with any sense of urgency.

4. Pricing and Cost​

Is Adobe Analytics the right solution for your organization? There’s only one way to find out, and it involves reaching into your company’s wallet. Unfortunately, Adobe Analytics doesn’t offer a free tier. If you want to truly know whether the platform works for you, it’ll cost you.

5. Adobe-Specific Design​

If yours is an Adobe shop and your team uses Adobe’s software vociferously, investing in Adobe Analytics might be somewhat of a no-brainer. If your company isn’t an Adobe shop, you may run into some problems — like not matching your analytics correctly.

Transformative Customer Journey Management​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users' conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

35 Best Adobe Analytics Alternatives​

1. Rengage​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users' conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

2. Heap​

Heap is an user-friendly analytics platform that helps teams gain clarity into how customers engage with your products and digital properties. Compared to Adobe Analytics, users agree that Heap is better able to meet their unique business needs, offers better product support, and generally has better feature updates and a more robust roadmap.

Whereas Adobe Analytics requires substantial engineering resources to implement effectively, Heap is more of a plug-and-play solution. And while other platforms often require you to set up events manually, Heap tracks all relevant data — including sign ups, checkouts, users by segment, device type, page views, and more — automatically.

3. Tableau​

Like Adobe Analytics, Tableau is a powerful platform that is packed with features designed to help your team make sense of all of your data. While Tableau has analytics capabilities, it’s more of a business intelligence tool. Tableau offers a free trial, but it doesn’t have a free tier. This is one of the biggest drawbacks to Tableau; many users report that Tableau’s pricing leaves much to be desired.

4. Amplitude​

Amplitude is a popular product analytics platform that helps you understand behavioral patterns. Just like Adobe Analytics, Amplitude requires an extensive amount of engineering support to implement effectively. While Amplitude has a decent free tier, prices can get expensive very quickly as your digital properties begin to scale.

5. Google Analytics and GA 360​

When it comes to any team thinking about analytics, Google Analytics, and its enterprise upgrade GA 360, are always in the running for consideration. In fact, there’s a good chance that your team is already using Google Analytics in some form — perhaps to understand which types of content perform best on your properties and which channels drive the most traffic. Though this information is certainly helpful, it doesn’t give you the precise insight into individual user behavior you need to really optimize the customer journey.

6. Mixpanel​

Mixpanel is an analytics platform that enables teams to measure user behavior across web properties and devices. Just like Adobe Analytics and Amplitude, you’ll need to manually configure specific events if you want to track them. That’s compared to Heap, which automatically tracks all of your events out of the box.If your team has a deep budget and excess engineering resources, you may find that Mixpanel is an ideal solution for your needs.

7. FullStory​

FullStory is yet another digital analytics platform that teams can use to optimize channels, streamline user journeys, and ultimately drive more conversions. With FullStory, teams get access to real-time actionable insights, including session replays, intelligent heatmaps, and stunning visualizations. The platform is best suited for consumer apps, making it an ideal option for B2C and D2C brands.

8. Glassbox​

Glassbox's overall experience is good as it gives organizations a thorough understanding of how users engage with digital apps, enabling them to comprehend the whole user experience. This covers on-screen operations such as clicking, scrolling, and moving the mouse. The technology allows organizations to quickly detect and resolve issues by providing real-time monitoring of user sessions

9. ContentSquare​

Contentsquare has provide a lot of insight and helped understand situations that would have been much more difficult to analyze without it. For me, the best part of this entire experience has been being able to quantify the impact generated by our website, which has really raised our level of reporting and knowledge. It allows us to act at different levels of our business: activity management, alerts, user behavior analysis, optimization monitoring, etc.

10. Quantum Metric​

This product helps us to build a strategy that how you can make your product better by giving a detailed overview of customer behavior by tracking a large number of metrics. This platform has a better user interface and provides you real time data tracking of metrics of your customer behavior which is very helpful to make a better customer journey path in our app.

11. Kissmetrics​

It sоlvеs sо many рrоblеms-- wе dіd a lоt оf tеstіng оf рrісіng, sіtе fеaturеs, еtс, and іt соuld traсk rеsроnsеs fоr tеst and оrіgіnal сasеs thrоugh all thе mеtrісs yоu соuld want. I alsо usе іt tо рull a mоnthly markеtіng rероrt tо sее thе еffесtіvеnеss оf dіffеrеnt sреnd.

12. WatchThemLive​

Among the plethora of Adobe Analytics Alternatives, WatchThemLive stands out as a beacon of real-time user understanding. While traditional analytics platforms may provide aggregated data and insights after the fact, WatchThemLive takes a different approach by offering live session recordings, heatmaps, and conversion funnels. Let's delve deeper into what makes WatchThemLive a compelling choice for businesses seeking to gain real-time insights into user behavior.

13. Hotjar​

Is a user-friendly behavior analytics platform that makes it easy to visualize where people click, tap, and scroll with heatmaps; watch real user browsing sessions across different pages with session recordings; hear what customers love (and hate) by collecting in-the-moment feedback, running async email and on-site surveys, and live user interviews.

14. Fathom Analytics​

Is a simple, cookieless, privacy-focused website analytics tool. It shows you essential metrics such as page views, bounce rate, referrers, top pages, top countries, device types, screen sizes, etc., in a one-page dashboard.

15. Piwik Pro​

Is a comprehensive web analytics platform that offers features such as visitor profiles, segments, goals, funnels, events, ecommerce tracking, attribution modeling, tag management, consent management, and more. Piwik Pro is built on top of Matomo (formerly Piwik). Piwik Pro is an open-source web analytics software that you can self-host or use as a cloud service. It also has a custom pricing model based on your traffic volume and feature requirements.

16. Plausible Analytics​

Is another simple, cookieless, privacy-friendly website analytics tool that shows you key metrics such as page views, unique visitors, bounce rate, visit duration, referrers, top pages, countries, devices, and more in a minimalist dashboard.

17. Woopra​

Is a customer journey analytics platform that helps you track, analyze, and optimize every touchpoint across the customer lifecycle. Woopra allows you to collect data from various sources such as your website, mobile app, email, CRM, support, and more, and create a unified customer profile for each user. You can then use Woopra’s features such as segmentation, funnels, retention, cohorts, trends, paths, triggers, and reports to understand and improve your customer experience and retention.

18. Clicky​

Is a web analytics platform that provides real-time insights into website performance. It is more feature-rich than many of its competitors, and its heatmaps are particularly useful for identifying areas for improvement.

19. Open Web Analytics​

Is an open-source web analytics software that you can install on your own server and use for unlimited websites and users. It has similar features to Google Analytics, such as goal tracking, funnel analysis, e-commerce tracking and more. Open Web Analytics also supports WordPress, MediaWiki and Drupal. The main advantage of Open Web Analytics is that you have full control over your own data and privacy.

20. DiGGrowth​

Diggrowth is a comprehensive analytics platform that provides businesses with actionable insights into their digital marketing performance. With robust features tailored for data analysis, visualization, and reporting, Diggrowth offers a compelling alternative to Adobe Analytics. Its user-friendly interface, customizable dashboards, and advanced segmentation capabilities empower users to gain a deeper understanding and optimize their marketing strategies effectively. Diggrowth’s emphasis on affordability and scalability makes it an attractive option for businesses of all sizes seeking powerful analytics solutions.

21. Snowplow Analytics​

Snowplow Analytics stands tall amongst its peers as a prime candidate for businesses yearning for granular control and deep-dive analysis capabilities, tailor-made for enterprise-level necessities.

22. Umami​

Umami is an open-source web analytics tool that provides website owners insights into visitor behavior. It was created by three brothers Mike, Brian, and Francis Cao. Many devs love it as it’s easy to install and get started, but remember that this can be challenging for non-developers. Umami also has event tracking, but users have reported it to be very limited.

23. Fathom Analytics​

Fathom Analytics and Simple Analytics started at nearly the same time when there was a need for a Google Analytics alternative that is not only privacy-friendly but also easy to understand. Fathom Analytics is built by Jack & Paul, who have been running it successfully since 2018. It’s been marketed as a simple and privacy-friendly analytics tool, but some reports suggest it may not be as privacy-friendly as it claims. In addition, their event-setting and goal-tracking capabilities are limited.

24. Plausible​

Plausible is a lightweight and privacy-focused web analytics tool that provides website owners insights into visitor behavior. It was founded in 2019 and is based in Estonia. Plausible offers a clean and straightforward user interface that makes it easy to use.

25. GoSquared​

GoSquared Analytics is a simple privacy-friendly analytics that was started in 2010 and was called “Live Stats” back then. The current version is an output of iteration. The key benefit of using GoSquared is its easy-to-understand dashboard and simple setup. It’s also GDPR compliant and was confirmed by a 3rd party accreditation body.

26. Pirsch​

Pirsch Analytics is a privacy analytics tool based out of Germany. It’s an affordable and simple-to-use analytics tool with all the features such as event tracking, goal tracking, and much more. In addition to that, it’s a pretty affordable tool to start.

27. Visitor Analytics​

Visitor Analytics is a website analytics tool that calls itself a website intelligence platform as it comes with several other features, such as session recording, polls, surveys, and much more. It’s a comprehensive solution for anyone who needs more than just web analytics, but at times, this can get overwhelming, too; with more features, the dashboards keep getting cluttered.

28. Matomo​

Matomo, formerly Piwik (not to be confused with Piwik PRO), is a Google Analytics alternative tat provides both cloud and on-premise versions. The cloud version is recommended for those who don’t want to go through the hassle of setting and managing the server, whereas the self-hosted version is for those with deep technical knowledge. Apart from web analytics, Matomo can also provide services such as collecting form inputs, SEO vitals checker, A/B testing tool, etc.

29. Microsoft Power Bi​

Microsoft Power BI is a powerful business intelligence tool that allows users to visualize and analyze their data in real-time. With its intuitive interface and extensive range of features, Power BI empowers businesses to make data-driven decisions, uncover insights, and drive growth. It enables users to connect to multiple data sources, create interactive dashboards and reports, and share them securely with colleagues and stakeholders.

Power BI also offers advanced analytics capabilities, such as predictive modeling and machine learning, to further enhance data analysis and forecasting. Overall, Power BI streamlines data management, facilitates data exploration, and enables informed decision-making for businesses of all sizes.

30. Pendo​

Pendo is a product experience platform that provides user insight, user guidance, and user communication tools for digital product teams. It enables businesses to understand and guide users to create product experiences that customers love. Features include in-app messaging, user behavior tracking, feedback collection, and data-driven decision-making. Pendo is designed to improve customer engagement and accelerate product adoption.

31. Tapclicks​

TapClicks is a cloud-based marketing reporting and analytics platform. It provides a unified view of marketing data through dashboards and automated reports to simplify reporting and data management. The software integrates with over 200 platforms, enabling businesses to measure performance across multiple marketing campaigns. Features include SEO tools, social media monitoring, email marketing tracking, and more. It's suitable for agencies, media companies, and enterprises.

32. Coosto​

Coosto is a comprehensive social media management software that provides tools for social media monitoring, analytics, engagement, and publishing. It helps businesses track online conversations about their brand, analyze social media data, engage with their audience, and schedule posts. Coosto also offers sentiment analysis and crisis management features, making it a versatile tool for managing a brand's online presence.

33. GoSquared​

GoSquared is a suite of integrated products to help you grow your business. From understanding the effectiveness of your digital marketing, to converting new users, to engaging with customers personally at scale, GoSquared helps you get closer to customers at every stage of their journey.

34. Oribi​

Oribi is a user-friendly, data-driven analytics tool designed to help businesses track and analyze their website's performance. It provides insights into user behavior, conversion rates, and marketing effectiveness without requiring any coding knowledge. Oribi offers features like event tracking, funnel analysis, and visitor journey mapping, making it a comprehensive solution for optimizing website engagement and conversions.

35. Talkwalker​

Talkwalker is a social media analytics tool that provides comprehensive monitoring and analytics for online and social media content. It allows businesses to track their brand's performance, analyze trends, and engage with customers. The software also offers features for competitive benchmarking, crisis management, and influencer marketing. It supports multiple languages and sources, including blogs, forums, news sites, and social networks.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

7 Key Considerations When Choosing an Analytics Tool​

1. Ease of Use for Quick Navigation​

I encourage you to prioritize analytics tools that are easy to use. This ensures that you won’t spend days or weeks learning your new analytics software. Some tools are so complex that you wonder if you’re still in the 21st century. When you first start with a web analytics tool, you should at least be able to quickly spot what's happening on your website. The best tools give you the analytics you need as quickly as possible. So when you log in to your analytics dashboard, you don’t feel overwhelmed.

2. Accuracy for Reliable Data​

When you look at the results in your analytics dashboard, they need to be accurate. The tracking script inside analytics tools need to measure your website traffic in the best way possible. You should trust the data you see in your dashboard without having to worry about it being inaccurate. If your analytics tool is tracking your visitors incorrectly, you have a big problem.

3. Straightforward UI for Clear Presentation​

I believe that well-designed analytics tools should present the information you need in a straightforward way. You’re not looking for 75 custom dashboards. Not even close. You need simple dashboards that show you the most relevant information. The less time you spend figuring out your analytics tool, the more time you have to improve your website. Be careful with tools that are overly complex. They can easily waste your time.

4. Lightweight Tool that Doesn’t Slow Your Website​

When you install an analytics script on your website, it has an impact on your page speed. It’s crucial to choose an analytics tool that doesn’t slow your website down. Imagine you install an analytics tool and your website’s speed immediately drops. That’s a big problem. You're looking for an analytics tool that doesn’t slow down your website.

5. Privacy is Important​

The world is moving towards more privacy-friendly solutions. I believe that simple and privacy-friendly analytics tools will become more popular. Your website visitors will appreciate that you care about their privacy. If you’re looking for an analytics tool, it’s wise to choose one that respects the privacy of your website visitors. They will thank you for it.

6. Integration with Other Tools​

Analytics shouldn’t stand alone. It’s part of a larger stack of tools you use to improve your website. Your analytics tool should integrate with other tools. This way, you can combine the power of all tools to get the most out of your website. Consider if the analytics tool fits in with the other tools you use.

7. Pricing that Aligns with Your Budget​

When considering an analytics tool, be sure to consider the pricing. Make sure the cost aligns with your budget. There are many analytics tools on the market, and it’s easy to get started with one you can’t afford. Be sure to check the pricing before moving forward with an analytics tool.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives
• Clevertap Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage is a comprehensive solution designed to enhance customer journeys, providing insights and measurable outcomes without the need for coding. Rengage accelerates the customer journey, assisting with onboarding, activation, conversion, and retention. This platform enables users to unlock additional revenue from existing customers. Rengage offers a range of features that cater to various needs in customer management, including:

Journey Moments​

This feature provides insights into micro-segments of customer data, allowing for more personalized interactions with customers. By obtaining detailed information about customer segments, businesses can create more effective marketing strategies based on individual preferences and behaviors.

Journey Builder​

Rengage includes an intuitive multi-channel marketing automation tool that assists in creating, managing, and optimizing marketing campaigns across various channels. This helps businesses reach their target audience effectively and efficiently, driving engagement and conversions.

Insights Prediction and Attribution​

Rengage offers predictive analytics to help businesses anticipate customer needs and behaviors. By analyzing data and predicting customer actions, businesses can tailor their offerings and marketing strategies to meet customer demand effectively.

Rengage leverages these features to transform customer interactions into personalized experiences that drive loyalty and growth. By integrating seamlessly with existing systems and workflows, Rengage empowers businesses to enhance their customer journey management without disrupting current operations. Interested parties can book a free demo to learn more about how Rengage can benefit their organization.

Managing the customer journey can be quite the puzzle! Companies have to navigate through various stages in the customer lifecycle to ensure that their client relationships bloom. Mastering customer journey management and customer lifecycle management can give you more insights into the things you do and even open up different revenue streams. Learn how to develop strategies that help you win and retain customers, as you track and analyze customer data to make better business decisions. Dive deep into customer journey management to uncover the secrets to long-term customer satisfaction. Just one click reveals the guiding principles that lead to customer loyalty.

What Is Customer Journey Management?​

Customer journey management is the art of being able to understand, map, design, and improve the interactions and processes that make up the entire customer experience. It doesn’t matter if a customer is actively researching your products, passively encountering a social media post, browsing in a physical store, or contacting customer support – whatever the interaction, it’s happening as part of an overall journey. Managing that journey really just means making those isolated moments better, but also ensuring that they’re interconnected and aligned.

The Role of Customer Journey Management in Customer Relationships​

The purpose of customer journey management is ultimately to fine-tune the customer experience until it’s as seamless as possible, that the path towards purchase is frictionless, and that each touchpoint works as part of a broader CX strategy. Customer expectations are higher than ever, and people are much more careful with where they spend their hard-earned money. So it’s vital to be able to offer them journeys that offer zero resistance. In that sense, customer journey management needs full company buy-in. It’s top-down, as well as bottom-up – where customer journey data informs both individual channels as well as your overarching business strategy.

5 Main Benefits of Customer Journey Management​

1. Improved Customer Satisfaction​

I have observed that customer journey management ensures that each customer interaction with a business leaves them satisfied. By listening to customer feedback and understanding needs, businesses can tailor their offerings to exceed expectations. This attention to detail meets customer needs and makes them feel valued and understood, leading to long-lasting satisfaction and positive experiences.

2. Increased Customer Loyalty​

Consistently delivering exceptional experiences throughout the customer journey fosters strong bonds of loyalty. Customers who feel valued and appreciated at every touchpoint are likelier to stay loyal to a brand. Customer journey management focuses on building trust and reliability, ensuring that customers continue to choose a business over competitors.

3. Enhanced Brand Reputation​

By prioritizing customer satisfaction and loyalty, businesses enhance their brand reputation. Satisfied customers are likelier to share positive experiences with others, leading to word-of-mouth recommendations and a positive brand image. Through customer journey management, businesses can cultivate a reputation for reliability and exceptional service, further strengthening their position in the market.

4. Higher Conversion Rates​

Optimizing the customer journey through digital journey management can significantly impact conversion rates. By understanding customer behaviors and preferences, businesses can tailor their marketing efforts and product offerings to resonate with their target audience. This personalized approach increases the likelihood of converting prospects into customers, driving revenue growth and business success.

5. Data-Driven Decision-Making​

Customer journey management relies on data to inform decision-making processes. Businesses gain valuable insights into customer behavior and preferences by collecting and analyzing data at every touchpoint. This data-driven approach allows companies to make informed decisions about their marketing strategies, product development initiatives, and customer service efforts. By leveraging data effectively, businesses can allocate resources more efficiently and maximize results, ultimately improving customer satisfaction and business outcomes.

Optimizing Customer Journeys with Rengage's No-Code Solution​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Journey Stages
• Customer Lifecycle Management Best Practices
• Customer Journey Analytics

4 Essential Building Blocks of Customer Journey Management​

1. Mapping​

I always start with mapping when it comes to customer journey management. This step is crucial because it outlines the route your customers take when they interact with your brand. From their initial contact to the final sale and beyond, each interaction point is a touchpoint. Mapping these touchpoints helps you understand your customers' behaviors, identify pain points, bottlenecks, and areas where the customer journey might falter.

2. Analytics​

As much as I love psychology, data is invaluable in understanding the customer journey. Your customers engage with your brand every day, and each interaction holds insights into what they want, expect, like, and dislike. To leverage this information effectively, invest in a robust digital experience platform to gather this data. With it, you can visualize your customers' interactions and understand their behavior.

3. Design​

Once you have your journey map and the supporting data, it's time to craft the experience for your customers. But what does a well-engineered customer experience look like? Today’s customers demand seamless, personalized, and omnichannel experiences that resonate emotionally. Deloitte even mentions that 95% of purchasing decisions are influenced by emotions. As you design your customer journey, focus on creating and nurturing emotional connections.

4. Optimization​

Your customer journey is a living asset, not a static one. Continuous monitoring and adjustments are needed to match evolving markets or customer expectations. Your acquired digital experience platform will prove invaluable here. To stay ahead, make sure you:

• Proactively solve pain points
• Regularly review your customer experience
• Identify growth opportunities
• Gather and analyze customer feedback

Related Reading​

• Omnichannel Customer Journey
• Ecommerce Customer Journey
• Customer Journey Optimization
• B2b Customer Journey
• Customer Journey Personalization
• Customer Journey Research
• Customer Journey Analysis
• Marketing Automation Customer Journey
• Digital Customer Journey Mapping
• Customer Journey Best Practices
• Customer Journey Metrics
• Customer Journey Orchestration
• Customer Journey Insights
• Saas Customer Journey
• Customer Journey Dashboard
• Customer Journey Automation
• Micro Moments Customer Journey

22 Best Software for Effective Customer Journey Management​

1. Rengage​

Rengage provides a comprehensive solution for managing and enhancing customer journeys. It offers insights into segments, intuitive multi-channel marketing automation, and insights prediction and attribution through its Journey Moments and Journey Builder features. The platform does not require coding, which makes it suitable for businesses of any size and industry. Rengage speeds up customer journeys from onboarding to churn, unlocking revenue from existing users.

2. Funnelytics​

Funnelytics is a visual customer journey analytics tool that helps marketers map their customer journeys in real-time. It uses whiteboard technology to identify areas that need optimizing and those that are effective. The platform is excellent for businesses aiming to optimize their marketing efforts. Funnelytics offers a smooth onboarding process, making it user-friendly for businesses of all sizes and industries.

3. Glassbox​

Glassbox is a digital experience analytics platform that prioritizes customer experience and enhances digital marketing efforts. It uses AI to analyze customer behavior at every stage of the funnel, helping businesses understand customer struggles and optimize the customer journey. Glassbox is suitable for businesses that need to improve customer satisfaction and is a great tool for any industry.

4. Insider​

Insider is a platform that helps businesses deliver experiences across multiple channels and predict future customer behavior using AI. It offers A/B testing features that empower marketing teams to experiment with confidence, improving business outcomes. Insider is suitable for businesses seeking to boost conversion rates, experiment with various marketing materials, and create dynamic content.

5. HubSpot Marketing Hub​

HubSpot Marketing Hub is a platform that provides various marketing tools and data in one place, helping businesses scale without difficulty. It integrates seamlessly with tools to unite teams and strengthen marketing operations. HubSpot Marketing Hub is ideal for businesses of any size looking to understand customer journeys and streamline marketing tasks effectively.

6. CleverTap​

CleverTap is a customer journey analytics platform that helps optimize customer touchpoints for marketers working on app-first brands. It improves customer retention, engagement, and lifetime value, offering real-time analytics to spot user trends and track behavior accurately. CleverTap is suitable for businesses looking to enhance user engagement and streamline lifecycle stages in industries requiring app-first strategies.

7. Totango​

Totango is a platform that adapts to businesses' growth and meets their customer journey mapping needs. It provides real-time visualization to help performance marketers gather insights, engage proactively with customers, and improve revenue. Totango streamlines marketing tasks and integrates with various platforms like MS Office and Zendesk, making it suitable for fast-growing businesses aiming to engage customers intelligently.

8. QuestionPro​

QuestionPro offers a comprehensive suite of tools for collecting, analyzing, and acting on customer feedback throughout their journey. It provides advanced survey capabilities, feedback management, and analytics to understand customer sentiment and behavior. QuestionPro is ideal for businesses looking to gather detailed customer feedback and act on it effectively.

9. Contentsquare​

Contentsquare is a digital experience analytics platform that captures and analyzes customer interactions across web and mobile channels. It offers insights into customer behaviors, conversion pathways, and content effectiveness, enabling optimization of digital experiences. Contentsquare is suitable for businesses seeking to enhance their digital experiences across various channels and industries.

10. Mixpanel​

Mixpanel is an advanced analytics platform focused on product and user behavior analytics. It helps businesses track user interactions, analyze engagement, and optimize product features to drive growth and retention. Mixpanel is ideal for businesses aiming to enhance product features, analyze user engagement, and drive growth through optimized product strategies.

11. Hotjar​

Hotjar provides tools tailored for website and user feedback, including heatmaps, session recordings, and surveys. These tools offer valuable insights into user interactions with websites, enabling businesses to pinpoint areas for enhancement within the customer journey. Hotjar is suitable for businesses wanting to improve website user experience, optimize user interactions, and enhance the customer journey effectively.

12. WebEngage​

WebEngage is a customer engagement platform that combines marketing automation, personalization, and analytics to drive user engagement across channels. It helps businesses deliver relevant messages and experiences based on user behavior and preferences. WebEngage is ideal for businesses seeking to boost user engagement, personalize customer experiences, and analyze user behavior effectively.

13. Woopra​

Woopra is a customer journey analytics software that tracks and analyzes user interactions across multiple touchpoints. It provides real-time insights into customer behavior, segmentation, and engagement to optimize marketing and product strategies. Woopra is suitable for businesses wanting to track user interactions, analyze customer behavior, and optimize marketing strategies across various touchpoints.

14. Salesforce​

Salesforce is a leading CRM platform offering a wide range of customer journey analytics tools capabilities. It empowers businesses to monitor interactions, automate marketing initiatives, tailor communications, and deliver cohesive customer experiences across every interaction point. Salesforce is suitable for businesses looking to monitor customer interactions, automate marketing processes, and deliver seamless customer experiences.

15. SurveySparrow​

SurveySparrow is a robust survey and feedback management platform designed to assist businesses in gathering, analyzing, and responding effectively to customer feedback. It offers advanced survey features, customization options, and analytics to understand customer sentiments and preferences. SurveySparrow is ideal for businesses looking to gather detailed customer feedback, analyze responses effectively, and enhance customer interactions.

16. Adobe Experience Platform​

Adobe Experience Platform offers Journey Orchestration, a service that allows businesses to tailor individual customer journeys based on their behavior and preferences. It enables real-time personalization, cross-channel engagement, and detailed journey reporting to optimize customer experiences. Adobe Experience Platform is suitable for businesses aiming to personalize customer experiences, engage customers across channels, and optimize individual customer journeys effectively.

17. Thunderhead​

Thunderhead is a customer journey orchestration platform that focuses on the overall flow of customer interactions, from awareness to advocacy. It provides a high-level view of customer engagement stages and helps in mapping out interactions to drive customer engagement. Thunderhead is ideal for businesses wanting to visualize customer interactions, map customer engagement stages, and optimize customer journeys effectively.

18. Kitewheel​

Kitewheel is a customer journey orchestration and analytics solution designed to help businesses understand and enhance the consumer experience. It focuses on orchestrating customer journeys in real-time to drive engagement and satisfaction. Kitewheel is suitable for businesses looking to optimize the customer experience, orchestrate customer journeys effectively, and drive customer engagement across various touchpoints.

19. Pointillist​

Pointillist is a customer journey orchestration platform that enables businesses to create and map individual, event-driven journeys across all systems. It offers an intuitive workflow-based interface to anticipate and deliver personalized experiences at every stage of the customer journey. Pointillist is ideal for businesses seeking to create individual customer journeys, map customer interactions effectively, and deliver personalized experiences across all systems.

20. UXPressia​

UXPressia is a cloud-based customer experience management platform that helps teams visualize, share, present, and improve their customer journeys. It offers features like real-time online collaboration and integrations with various data sources. UXPressia is suitable for businesses seeking an intuitive platform to visualize and optimize customer journeys effectively.

21. Smaply​

Smaply is a mapping tool for complex customer journeys that helps understand channel usage and backstage processes, allowing the creation of a repository of customer insights and integration with project management tools like Jira. Smaply is designed for businesses looking for a comprehensive mapping tool to understand complex customer journeys, create a repository of insights, and integrate customer journey data with project management tools effectively.

22. Lucidchart​

Lucidchart is a diagramming tool that can be used for building visual diagrams, flowcharts, and customer journey maps, offering a range of templates and collaboration features. Lucidchart is ideal for businesses looking to create visual representations of customer journey maps, flowcharts, and diagrams effectively, offering collaboration features to enhance team productivity.

5 Steps to Succeed with Customer Journey Management​

1. Align Your Entire Organization Around Your Customers and Their Experiences​

To become truly customer-centric, your organization must be aligned around your customers and their journeys. This means keeping your focus on what truly matters most: your customers. Instead of optimizing for internal metrics like conversions or first-contact resolution rates, prioritize the customer's goal of achieving a simple, frictionless experience.

By aligning your entire business around your customer, their goals, and the journeys they take to achieve them, you can gain a deeper understanding of customer behavior and make informed decisions on how to enhance the customer experience. When the entire organization is on the same page, delivering frictionless, connected, and personalized experiences becomes much easier.

2. Make Sure Everyone Is Using the Same Definition of Customer Journey​

It's essential for everyone in your organization to have a shared understanding of what a customer journey truly is. A customer journey is the sequence of steps a customer takes to achieve a goal that benefits both the customer and the business.

It's not just a marketing campaign, a single interaction, a series of clicks, or an internal process created by the company for the customer. Customer journeys should be defined by the customer's goal, not by the length of time or channels involved.

3. Identify the Journeys That Matter to Your Customer​

Each customer's journey can be unique, but it's crucial to identify the key journeys that matter most to your customers. Align these customer goals with your organization's objectives to ensure that your efforts are focused on journeys that have a significant impact on customer satisfaction and business success.

For example, the renewal or upgrade journey for a telecom provider plays a crucial role in customer retention and maximizing customer lifetime value. Understanding the milestones within these critical journeys helps in monitoring and improving the overall customer experience.

4. Define Success Metrics for Your Customers and Your Business​

Measuring success from the customer's perspective is essential to understand their goals and how they align with your organization's objectives. Identify key performance indicators (KPIs) that signal progress along the journey and define success metrics for both customers and the business. By leveraging internal metrics such as completion rate, first-contact resolution, and cost to serve, you can measure customer behavior and link customer experience metrics to business outcomes.

5. Use Journey Scores to Align Customer Goals and Business Outcomes​

Utilize journey scores to align customer goals with business outcomes, ensuring that the success of your customer journey management program aligns with the broader success of your enterprise.

By mapping customer goals and success metrics to key business outcomes like average revenue per user, retention rate, and cost to serve, you can prioritize and improve journeys that have the most significant impact on both customer satisfaction and business performance. Customizable journey scores help assess and monitor each journey's impact and identify areas for improvement to enhance the overall customer experience.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

When it comes to customer journey management, Rengage is the key to unlocking the potential of your user base. With our no-code solution, you can streamline and enhance every step of the customer journey, from onboarding and activation to conversion and churn. By leveraging Rengage, businesses can tap into the revenue hidden within their existing user base. Our platform provides valuable insights into your user segments, allowing you to craft targeted campaigns with our intuitive journey manager.

Our Journey Moments feature offers micro-segment insights, while our Journey Builder empowers you to execute multi-channel marketing automation seamlessly. With Rengage, you can predict and attribute the impact of your customer journeys on user conversion, enabling you to make data-driven decisions that drive loyalty and growth.

Book a free demo today to discover how Rengage can help you transform customer interactions into personalized experiences that foster lasting relationships and drive business success.

As we probe into the various aspects of these intriguing tools, we discover their immense potential in reshaping customer lifecycle management practices and strategies. Dive into this essential reading to expand your knowledge and amplify the efficacy of your customer engagement initiatives!

What Is Customer Journey Analytics & Why Its Important​

Customer journey analytics is the science of analyzing customer behavior across touchpoints and over time. It measures the impact of customer behavior on business outcomes. This approach continues to gain momentum as enterprises recognize the value of customer journeys as a way to monitor customer experience (CX) performance and identify opportunities for improvement. It’s the foundation of experience orchestration and a key differentiator in the experience economy.

Customer journey analytics is an essential component of a successful customer journey management program, which enables organizations to manage, measure and improve CX and business outcomes. It’s the component that analyzes data, generates actionable insights to optimize journeys and address customer pain points. And it can continuously measure the performance of CX initiatives.

Key Benefits and Use Cases of Customer Journey Analytics​

To manage journeys effectively, you need to start by aggregating customer data across channels and time. The result is customer journey data, which is time-series data that captures customer interactions indexed by time. It powers real-time modeling and analysis, as well as orchestrating actions to optimize journeys.

Establishing a Foundation for Unified Customer Journey Data​

Unified customer journey data lays the foundation for your entire enterprise. It’s the first step toward aligning cross-functional teams around journeys and breaking down traditional data and organizational silos. Powered by an integrated source of customer journey data, journey analytics accelerates your ability to analyze customer journeys and score journey performance.

Optimizing Customer Journey Monitoring and Analysis​

Monitoring journeys, rather than isolated customer behavior in a limited number of channels, allows you to quickly understand which journeys best enable customers to achieve their goals. This customer journey map allows you to pinpoint sources of friction that prevent customers from reaching their goals. Tracking omnichannel behavior helps you identify issues that negatively impact both CX and business outcomes.

Customer Journey Analytics as a Tool for Journey Orchestration​

By leveraging customer journey analytics, you can diagnose new problems in real time, determine the best way to solve these issues, and prioritize improvements based on the potential impact on CX and business objectives. Without analyzing journeys to understand what works and what doesn’t, orchestrating actions within certain journeys is a spray and pray approach.

Optimizing customer journeys is most successful when you consider each customer’s overall experience with your organization. Customer journey analytics is ideal for quantifying CX performance and tracking the results of your improvements in real time. This allows you to plan and even adjust your tactics on the fly based on actual customer behavior without waiting for an entire test to complete.

Unlocking Revenue with Rengage: A Comprehensive Solution for Customer Journey Management​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users' conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

3 Essential Features of a Good Customer Journey Analytics Tool​

1. Journey Analytics Solution​

Session Replay​

Session replay allows you to view actual user interactions and journeys on your website or mobile app. These replays help you understand hurdles, optimize the customer journey, and improve the user experience.

Analytics Dashboard and Reporting​

An analytics dashboard offers a comprehensive view of key performance indicators (KPIs) across the customer journey. It provides real-time insights into what’s happening, helping you identify trends and make informed decisions.

Customer Journey Visualization​

Visualizing the customer journey through interactive maps lets you identify drop-offs, bottlenecks, and areas for improvement. It helps you understand how customers interact with your brand over time and helps you optimize their journey.

Alerts and Notifications​

Custom alerts and notifications keep you informed about critical changes affecting customer journeys. They help you identify opportunities or issues in real time, enabling timely actions.

Templates​

Pre-built templates accelerate the setup and configuration of key customer journey analytics components, saving time and making it easier to get started.

Collaboration Tools​

Collaboration tools enable team members to share insights, work on the same data sets, and collectively optimize the customer journey. They foster teamwork and alignment around customer experience improvement.

Integration with CRM, Marketing Automation, and Sales Software​

Integrating customer journey analytics with CRM systems, marketing automation tools, and sales software enhances data accuracy and helps create a centralized view of the customer. It provides a more holistic understanding of customer behavior.

Cloud-Based, Hybrid, or On-Premises Installations​

The flexibility to deploy customer journey analytics in the cloud, on-premises, or in a hybrid environment ensures that the solution meets your specific security, regulatory, and operational needs.

2. Customer Journey Data​

Real-Time Tracking and Capture of Customer Journey Touchpoints​

The real-time tracking of customer interactions across all channels provides immediate insights into customer behavior. It allows you to take timely actions to optimize the customer journey and increase conversions.

Data Integration into a Centralized Platform​

Centralizing customer journey data ensures that all relevant touchpoints are captured and analyzed. It provides a holistic view of the customer journey and helps identify patterns and trends.

Ability to Drill Down, Sort, Filter, Aggregate, and Group Customer Journey Data​

The ability to manipulate customer journey data enables deeper analysis and exploration. You can segment customers, compare journeys, and derive actionable insights from the data.

Analytics & AI​

Complete Customer Journey Analysis​

Complete customer journey analysis offers insights into how customers interact with your brand at different touchpoints. It helps you understand their preferences, behavior, and expectations.

Customer Behavior Analytics​

Analyzing customer behavior helps you identify patterns, preferences, and pain points along the customer journey. It enables you to deliver personalized experiences and improve customer satisfaction.

Dynamic Customer Segmentation​

Segmenting customers based on behavior, demographics, or other attributes helps you target specific groups with tailored messages. Dynamic segmentation allows you to adapt to changing customer needs and preferences.

Trends​

Identifying trends in customer behavior helps you anticipate future needs and demands. It allows you to proactively optimize the customer journey and stay ahead of the competition.

Evaluates the Effectiveness of Touchpoints or Campaigns on Conversion Rates​

Evaluating the effectiveness of touchpoints or campaigns helps you understand which interactions drive conversions and which ones need improvement. It allows you to allocate resources more effectively and optimize the customer journey.

Retention – Identifies Which Features Customers Like and What Creates ‘Stickiness’​

Identifying features that drive customer retention helps you build a loyal customer base. Understanding what creates ‘stickiness’ enables you to focus on elements that keep customers engaged and satisfied.

Predictive Analysis​

Predictive analysis uses historical data to forecast future trends and outcomes. It helps you anticipate customer needs, personalize interactions, and optimize the customer journey for better results.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

42 Top-Rated Customer Journey Analytics Tools​

1. Rengage​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users' conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

2. QuestionPro​

QuestionPro offers a comprehensive suite of tools for collecting, analyzing, and acting on customer feedback throughout their journey. It provides advanced survey capabilities, feedback management, and analytics to understand customer sentiment and behavior.

3. Insider​

Insider is a platform that combines AI-driven predictive analytics, segmentation, and personalization to optimize customer journeys. It helps businesses deliver individualized experiences at every touchpoint to increase engagement and conversions.

4. HubSpot Marketing Hub​

HubSpot Marketing Hub offers a robust CRM platform with integrated marketing, sales, and service tools. It enables industries to track interactions, automate marketing campaigns, manage sales pipelines, and provide personalized support, all in one place.

5. Contentsquare​

Contentsquare is a digital experience analytics platform that captures and analyzes customer interactions across web and mobile channels. It offers insights into customer behaviors, conversion pathways, and content effectiveness, enabling optimization of digital experiences.

6. Mixpane​

Mixpanel is an advanced analytics platform focused on product and user behavior analytics. It helps businesses track user interactions, analyze engagement, and optimize product features to drive growth and retention.

7. Glassbox​

Glassbox is a digital experience analytics platform that captures and replays website and app sessions to understand user behavior and identify issues. It provides insights into customer journeys, conversion funnels, and usability challenges.

8. Hotjar​

Hotjar provides tools tailored for website and user feedback, including heatmaps, session recordings, and surveys. These tools offer valuable insights into user interactions with websites, enabling businesses to pinpoint areas for enhancement within the customer journey.

9. WebEngage​

WebEngage is a customer engagement platform that combines marketing automation, personalization, and analytics to drive user engagement across channels. It helps businesses deliver relevant messages and experiences based on user behavior and preferences.

10. Woopra​

Woopra is a customer journey analytics software that tracks and analyzes user interactions across multiple touchpoints. It provides real-time insights into customer behavior, segmentation, and engagement to optimize marketing and product strategies.

11. Salesforce​

Salesforce is a leading CRM platform that offers a wide range of customer journey analytics tools capabilities. It empowers businesses to monitor interactions, automate marketing initiatives, tailor communications, and deliver cohesive customer experiences across every interaction point.

12. SurveySparrow​

SurveySparrow is a robust survey and feedback management platform designed to assist businesses in gathering, analyzing, and responding effectively to customer feedback. It offers advanced survey features, customization options, and analytics to understand customer sentiments and preferences.

13. Adobe Experience Cloud​

Adobe Experience Cloud offers a creative approach to understanding customer interactions. It provides a full view of the customer journey across all touchpoints, creating interactive and customized visualizations. This platform seamlessly integrates with Adobe’s other cloud services, enhancing your analytics capabilities.

14. SAS Customer Journey Analytics​

SAS Customer Journey Analytics offers in-depth insights into customer behavior. It uses predictive analytics and machine learning to determine the likely future actions of customers. Its feature, SAS 360 Engage, delivers personalized customer interactions based on these insights.

15. ChurnZero​

ChurnZero is a powerful customer success platform that focuses on reducing customer churn by helping businesses understand their customers better. It uses real-time data, automated tasks, and customer segmentation to predict and prevent customer churn, real-time data, automated tasks, and customer segmentation from predicting and preventing customer churn, hence aligning with its recognition for being best at predicting and reducing customer churn.

16. Quantum Metric​

Quantum Metric is a digital intelligence platform that helps businesses gain in-depth insights into their customers' online behavior. It allows you to track and analyze customer interactions across various venues in real-time, comprehensively understanding your customer journey.

17. Segment​

Segment is a versatile tool that assists businesses in aggregating data from multiple channels and presents it in an easy-to-understand format. By efficiently handling the challenging data collection and collation task, it's ideally suited for businesses seeking to streamline their multi-channel data collection process.

18. Pendo​

Pendo.io is a robust product experience platform that offers valuable insights on in-app user engagement. The tool is particularly well-equipped to understand user behavior within applications, making it an ideal choice for businesses aiming to track and improve in-app user engagement.

19. Heap​

Heap is a unique tool that stands out in automatic data capture and tracking, proving beneficial for businesses seeking to understand customer behavior on their digital platforms. Its strong points lie in capturing all interactions and allowing companies to make data-driven decisions.

20. HCL Software​

HCL Software is a comprehensive solution that delivers robust data analytics and insights. Its versatile analysis features make it a preferred choice for businesses that deal with vast amounts of data and require meaningful insights.

21. Treasure Data Customer Data Platform​

Treasure Data is a customer data platform that helps businesses collect, organize, and analyze customer data from various sources. It provides a unified view of customer interactions and behaviors, enabling data-driven insights for customer journey mapping and personalization

22. Catalyst​

Catalyst is a customer journey analytics tool that offers real-time insights into customer behavior across multiple channels. It provides data visualization capabilities and predictive analytics to help businesses optimize customer experiences and improve conversion rates

23. Pega Platform​

Pega Platform is a customer experience management platform that includes customer journey mapping capabilities. It uses AI-powered analytics to analyze customer interactions and identify areas for improvement, enabling businesses to deliver personalized experiences

24. ContactPigeon​

ContactPigeon is a marketing automation platform that includes customer journey mapping features. It allows businesses to track customer interactions across multiple channels and analyze their behavior to optimize marketing strategies

25. Act-On​

Act-On is a marketing automation platform that includes customer journey mapping tools. It provides real-time analytics and data visualization capabilities to help businesses understand customer behavior and optimize their marketing efforts

26. Totango​

Totango is a customer success platform that includes customer journey mapping features. It helps businesses track customer interactions and analyze their behavior to identify areas for improvement and optimize customer experiences

27. Dreamdata.io​

Dreamdata.io is a customer journey analytics platform that provides real-time insights into customer behavior across multiple channels. It offers data visualization capabilities and predictive analytics to help businesses optimize customer experiences and improve conversion rates

28. Dotdigital​

Dotdigital is a marketing automation platform that includes customer journey mapping tools. It provides real-time analytics and data visualization capabilities to help businesses understand customer behavior and optimize their marketing efforts

29. Auryc​

Auryc is a customer journey analytics platform that provides real-time insights into customer behavior across multiple channels. It offers data visualization capabilities and predictive analytics to help businesses optimize customer experiences and improve conversion rates

30. Optimove​

Optimove is a customer journey analytics platform that provides real-time insights into customer behavior across multiple channels. It offers data visualization capabilities and predictive analytics to help businesses optimize customer experiences and improve conversion rates

31. Factors.AI​

Factors.ai is a customer journey analytics platform that helps businesses understand and optimize their customer interactions across various touchpoints. It provides features such as data stitching, attribution, and analytics to give a comprehensive view of customer behavior and engagement. Factors.ai is designed for B2B marketing teams and helps them identify sales-ready accounts, decode customer journeys, and drive go-to-market performance.

32. Salespanel​

Salespanel is a customer data platform that provides insights into customer behavior and interactions, enabling businesses to optimize their sales and marketing strategies.

33. Xtremepush​

Xtremepush is a customer engagement and analytics platform that helps businesses deliver personalized and targeted messages to customers across various channels to enhance engagement and drive conversions.

34. Emarsys​

Emarsys is a marketing platform that offers customer engagement and personalization tools to help businesses create targeted campaigns and improve customer experiences.

35. Indicative​

Indicative is a customer analytics platform that helps businesses analyze customer data to gain insights into user behavior, optimize marketing strategies, and improve customer retention.

36. impact.com​

impact.com is an affiliate marketing platform that helps businesses manage and track their affiliate marketing programs to drive customer acquisition and revenue growth.

37. Fullstory​

Fullstory is a customer experience analytics platform that provides insights into user interactions with websites and applications, helping businesses optimize user experiences and conversions.

38. Quadient Inspire​

Quadient Inspire is a customer communications management platform that enables businesses to create personalized and engaging customer communications across various channels.

39. Amplitude Analytics​

Amplitude Analytics is a product analytics platform that helps businesses understand user behavior, optimize product features, and drive product adoption and retention.

40. Ortto​

Ortto is a customer journey mapping platform that helps businesses visualize and analyze customer interactions and touchpoints to improve customer experiences and drive conversions.

41. Microsoft Dynamics 365 Customer Insights​

Microsoft Dynamics 365 Customer Insights is a customer data platform that helps businesses unify customer data from various sources to gain a comprehensive view of customers and drive personalized experiences.

42. Smaply​

Smaply is a customer journey mapping tool that enables businesses to visualize and analyze customer journeys to identify pain points, optimize touchpoints, and enhance overall customer experiences.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

How to Choose the Right Customer Journey Analytics Tool​

Scale​

Different solutions are tailored for enterprise, mid-market, and small business users. Make sure to find a product that fits your business size.

Features​

Several vendor solutions go beyond analytics and include features to visualize future customer journeys, and the testing and optimizing of customer messaging and campaigns. Decide whether you need these more advanced features before purchasing a new customer journey analytics tool

Integration​

How well will the software integrate into your current tech stack? Your customer journey analytics software should be compatible with the other sales and marketing platforms you use.

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage is a powerful customer journey analytics tool that empowers businesses to enhance and manage customer journeys effectively. With no code required, Rengage offers a holistic solution to accelerate the customer journey from onboarding and activation to conversion and churn. This tool helps users unlock revenue from their existing user base, providing invaluable insights and measurable outcomes along the way.

Unlocking Revenue with Rengage​

One of the standout features of Rengage is its ability to provide insights into user segments. By understanding and segmenting your customer base effectively, businesses can tailor their marketing efforts to meet the unique needs of each group. With the intuitive journey manager, users can design and execute multi-channel marketing campaigns that resonate with these segments, driving engagement and conversions.

Insights and Measurement with Rengage​

The Journey Moments feature of Rengage offers insights into micro-segments, helping businesses identify key touchpoints in the customer journey that can be optimized for better outcomes. In addition, the Journey Builder tool enables intuitive multi-channel marketing automation, streamlining the process of reaching customers at various stages of the journey.

Predictive Analytics and Attribution with Rengage​

Another critical aspect of Rengage is its ability to predict user behavior and attribute conversions to specific touchpoints in the customer journey. By leveraging predictive analytics, businesses can anticipate user actions and tailor their marketing efforts accordingly.The attribution feature helps businesses understand which interactions are driving conversions, providing valuable insights for future campaigns.

Unlock the Power of Personalized Experiences with Rengage​

Rengage is a comprehensive customer journey analytics tool that offers a wide array of features to help businesses optimize their customer interactions. By leveraging insights, running targeted campaigns, and measuring outcomes effectively, businesses can transform customer interactions into personalized experiences that drive loyalty and growth.

Book a free demo today to learn more about how Rengage can benefit your business.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Customer journey mapping tools are an essential component of effective customer lifecycle management. Understanding the needs, preferences, and behavior of your customers is crucial for business success. Customer journey mapping tools offer insights into the customer's experience, helping you create a more personalized and efficient customer journey. From streamlining the customer's buying process to improving the user experience, these tools are indispensable. Dive into this blog to learn more about customer journey mapping tools and how they can benefit your business.

What Is a Customer Journey Mapping Tool?​

Customer journey mapping (CJM) is a visual representation of the entire customer journey your customers take when they engage with your brand or product. It helps you understand what customers are thinking and feeling at each stage of their journey. This contextual information helps you identify areas of improvement and seize new opportunities with your audience.

Explaining How Customer Journey Mapping Tools Enhance the Process​

Understanding customer behavior is key. This means putting yourself in your customer's shoes and understanding their needs and wants. This is where customer journey mapping tools come in. They allow businesses to visualize touchpoints, understand customer behavior patterns, and identify areas for improvement.

Visualizing Touchpoints​

The right CJM tool lets you visualize customer touchpoints. This means seeing all the different ways your customers interact with your brand. Every time a customer interacts with your brand, whether on social media, your website, or in-store, it is a touchpoint.

Understanding Customer Behavior​

The right CJM tool lets you learn from your customers and understand their behavior. You can learn about their needs, wants, and what the motivations are behind their actions. This data is essential for driving positive changes in the customer journey.

Identifying Areas for Improvement​

The right CJM tools help identify areas for improvement in the customer journey. By analyzing your data and looking for patterns, you can improve the customer experience. This means creating a more meaningful experience for customers.

Core Functions of Customer Journey Mapping Tools​

A great CJM tool allows you to understand what is happening across your customer touchpoints. It helps you identify patterns and trends, and it gives you the insights you need to make data-driven decisions. When considering a CJM tool, look for a tool that visualizes your customer journey data in an intuitive and compelling way.

The 2 Types of Customer Journey Mapping Tools​

1. Journey Map Visualization and Design Software​

Journey map visualization and design software is the first category of tools used in customer journey mapping. These tools are designed for creating dynamic visualizations of a customer’s journey at various touchpoints across multiple channels.

They offer customer journey mapping templates tailored to a company’s objectives and allow for collaboration across teams, departments, and stakeholders to keep maps updated. This type of software focuses on the creation and design of customer journey maps.

2. Customer Journey Analytics Software​

On the other hand, customer journey analytics software is focused on capturing, storing, and organizing customer behavior data along a product journey. In essence, this category is referred to as customer journey analytics software. These platforms concentrate more on the data that could inform a customer journey map rather than the actual creation of the map itself.

Maximizing Lead and Customer Engagement with Advanced Tracking and Optimization​

While these software platforms also offer a map, journey, or user flow feature, their main emphasis is on monitoring, tracking, and analyzing lead or customer behavior across diverse channels. Besides, they automate the testing and optimization of customer-facing messaging and campaigns and integrate seamlessly with marketing, sales, or e-commerce solutions.

"Journey maps are living documents! Don't set goals around being ‘done.’ It's more important to work towards being accurate and that may take multiple sessions and sources of input that will change over time." ~Danielle Beecham, Lead UX Researcher at Viz.ai

Enriching Customer Journeys with Rengage to Drive Loyalty and Growth​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

10 Benefits of Using a Customer Journey Mapping Tool​

1. Walk in your customers’ shoes​

Customer journey mapping tools allow businesses to collect real-world insights on how customers interact with their brand, enabling them to empathize with the customer experience. This helps challenge assumptions and prioritize website and product improvements based on customer struggles, frustrations, and drop-off points.

By building a culture of customer-centricity, stakeholders view the brand from both the customer perspective and the business perspective. This tool helps observe sales experiences from the customer's point of view, offering opportunities to understand customer decision-making and preferences better.

2. Identify Unmet User Needs​

Understanding customer needs across different interactions helps identify gaps in the customer journey, allowing businesses to offer additional touchpoints or improve existing ones. Mapping customer navigation through websites or apps helps pinpoint blockers and areas where customers struggle to engage or complete actions.

This increased awareness of customer needs allows for the minimization of frustrations by providing the right information and features at specific stages for a better user experience. For instance, offering explanatory videos or pop-up tooltips during onboarding touchpoints can improve customer understanding of a product or service.

3. Understand Complex Journeys Across Several Customer Touchpoints​

Mapping tools visualize complex, non-linear customer journeys across multiple touchpoints, considering that customers interact with brands through various channels. This visualization helps businesses understand what customers are thinking, feeling, and doing at each stage, which informs the delivery of the right information at the right time, place, and channel.

With different customer segments preferring various platforms and content types, such as Gen Zers who prefer social media and video content, businesses can tailor their customer experience accordingly.

4. Visualize Emotions, Not Just Actions​

Customer journeys are often emotional, and mapping tools help visualize customer emotions, which can be challenging to quantify. Understanding what customers are thinking, feeling, and doing helps businesses meet deeper customer needs and build trust with customers by showing that they understand their concerns. This understanding guides businesses in designing products and services that resonate with customers emotionally.

5. Create Personalized Experiences​

Mapping tools allow businesses to dig deeper into user intent and interactions, creating personalized experiences across all touchpoints. By segmenting customer groups and tailoring experiences to each segment, businesses can enhance customer satisfaction and loyalty. For example, personalized landing pages, social media ads, support channels, and onboarding processes can improve the overall customer experience.

6. Align Cross-Functional Stakeholders​

Customer journey mapping tools facilitate collaboration among various teams, including UX, marketing, product, sales, customer service, and shipping teams. By bringing different perspectives together, businesses can solve customer journey issues faster, leading to faster improvements for users. This alignment reduces politics and guesswork around customer preferences, clarifies areas of ownership and accountability, and creates a coherent customer interaction strategy.

7. Improve ROI and Cost-Effectiveness​

Customer journey mapping tools offer opportunities to improve onboarding and feature adoption, which can increase customer satisfaction, loyalty, and product advocacy. By creating satisfied customers, businesses enhance ROI and reduce customer acquisition costs, ultimately boosting profitability.

8. Get a Competitive Edge​

Mapping tools help businesses identify ways to improve the customer experience, differentiate their product from competitors, and identify new value propositions. By staying relevant, adapting to customer needs, and gaining insights into 'halo' customers and early adopters, businesses can gain a competitive edge in their market.

9. Improve Marketing and Product-Led Growth​

Businesses can leverage journey mapping to understand customer behavior from the initial search phase to the final purchase, enabling them to create targeted content that converts visitors into paying customers. This process is particularly valuable for businesses with complex buyer journeys and high-value products, such as SaaS or B2B companies.

10. Minimize Future Roadblocks​

While customer journey mapping tools require time and effort upfront, they can help businesses anticipate future challenges, minimize roadblocks, and reduce assumptions across teams. By conducting customer interviews and collecting qualitative and quantitative data, businesses can prevent issues down the line, saving resources and improving efficiency.

42 Must-know Customer Journey Mapping Tools​

1. Rengage​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

2. Aiava​

A modeling tool for customer journeys that uses storytelling as a framework. Features include text-to-visual design, rich media content attachments, multiple map views, and scenario walking. Collaboration features include comments, suggestions, and pain-point marking

3. Custellence​

For customer experience (CX) teams interested in service blueprints and journey maps. Uses a “lane-based interface” with a drag-and-drop cards structure for more customization. Includes templates for a range of processes and journeys. Presentation settings offer view control.

4. Flowmapp​

A visual platform for planning, designing, and mapping sitemaps, user flows, content hierarchies, information architecture, and project wireframes. Includes templates, workspace organization, import/export formats, real-time commenting for collaboration, and project-specific statuses

5. JourneyTrack​

A customer journey management platform that includes persona and workshop support. Features include an atlas to weave journeys through other processes (such as funnels), metrics and data visualization, opportunity scoring (via a jobs-to-be-done framework), and integration with prototyping, database, and repository tools.

6. ShiftX​

Offers business process mapping (BPM), including customer or user journeys. Features include a robust onboard keyboard shortcut system, an automatic map flow layout designer, customizable persona creation, real-time visual collaboration, and issue categorization to identify ongoing pain points

7. Smaply​

Has two version:

• Classic (currently live)
• Forthcoming “3.0” version (access granted in batches)

The classic version offers design and management of journeys, personas, and stakeholder maps. Journey mapping features include a repository, hierarchy assignments, integrations with project management software, and customizable exports.

8. Theydo​

Focuses on journey management: mapping, structuring in a framework, and uncovering opportunities across them. Includes a template library for blueprints, funnels, lifecycles, and even roadmaps. Offers integrations with different tools categories, including analytics, design/prototyping, product and project management, and impact tracking

9. UXPressia​

Create customer journey maps, user personas, and map the impact of your product. Offers a repository for the assets needed to create and manage maps, such as statuses and tags. Additional features include:

• Journey-specific taxonomies
• Cross-team collaboration
• Standardization for new maps
• Templates for a variety of journey types

10. CleverTap​

For creating personalized product experiences, in-app experiments, optimizations, and broader campaign creation (including journeys). Offers multiple customer data collection streams and analysis approaches, including some leveraging artificial intelligence. Offers industry-specific features for SaaS and gaming companies.

11. Contentsquare​

A digital experience platform (DXP) focused on capturing and centralizing customer analytics data for use in creating journeys, user segments, heatmaps, and sessions. Has three core feature areas:

• Analytics (heat maps and journeys)
• Monitoring (error and speed analyses)
• Product analytics (retention reporting and segmentation)

Pricing is not publicly available from their marketing site.

12. Churnzero​

Customer success software focused on customer engagement and retention. Offers features around customer data (profiles and segmentation), analysis (health scores and renewal forecasting), collaboration (journeys and in-app messaging), revenue forecasting (advanced reporting and in-app surveys) and robust workflow creation and automation. Pricing is not publicly available from their marketing site.

13. Glassbox​

Focused on creating a complete profile of customer engagement and retention across any digital property. Their tool suite includes:

• Mobile app analytics
• Journey analysis
• Session capture and replay
• Interaction maps
• Funnel creation
• Performance metrics
• Voice-of-customer engagements
• Artificial intelligence for real-time support and guidance

14. Milkymap​

A CX platform focused specifically on journey map creation, development, and management. They offer a framework for structuring customer experience metrics and bring them into journey mapping design. Offers APIs to connect other data streams, a variety of visualization styles, and KPI integration for team-wide alignment and collaboration

15. MoEngage​

An insights-focused experience management and engagement platform. Features enable:

• The collection of customer data
• Journey orchestration and mapping
• Website personalization
• Omnichannel communication
• Artificial intelligence campaign optimization
• Real-time purchase transaction alerts via an API

16. Planhat​

A “horizontal” customer platform for post-sales engagement and management. The tool is organized around four actions:

• Centralizing customer data for a 360 view
• A no-code way to create automations, triggers, and alerts via bots and integrations
• Building journeys that combine tasks with conditional sequencing
• A presentation suite to share findings and stories

17. WebEngage​

A “retention operating system” for unifying customer data to personalization and automate campaigns. Offers tools: to create customer profiles via data integrations; design paths, funnels, or cohorts; orchestrate user journeys; surface notifications based on segmentation; and communicate via app, web, email or various ads platforms.

18. Hotjar​

Hotjar Funnels shows you the path of the journey, while Heatmaps and Recordings show you how users behave along the way—where they click and scroll, where they get stuck, and the actions they take as they navigate from page to page. Hotjar’s tools also offer built-in automations—like AI for Surveys—and team collaboration features, including Highlights, which makes insight sharing quick and painless.

19. Google Analytics 4​

Google Analytics 4 is a web analytics tool that tracks and measures website traffic metrics, like bounce and exit rates, goal conversions, sources of traffic, and user demographics. GA tells you how much traffic your website gets, where it comes from, and which channels convert best. You can also see what your most popular landing pages are and where people are exiting from your website.

20. Heap​

Heap is a no-code product analytics tool that gives you customer data on how people use your product, tracking every stage of the customer journey. This tool comes in handy when you’re looking for customer pain points with your product and you need data to help you make decisions aimed at increasing customer retention and reducing churn. Heap helps you understand which customer segments your users come from, giving you more granular insight into the customer journey.

21. Clarabridge​

Clarabridge is an AI-powered feedback text analytics tool that collects what people say about your brand or business from every possible source and analyzes how they feel about you. This tool is the way to go if you want to know how people really feel about your brand and business, and what the general user sentiment is. Use Clarabridge when people are already talking about your company: either on your website (through chats and surveys) or off your site (like on social media platforms).

22. InMoment​

InMoment is an experience-intelligence (IX), AI-powered feedback tool that helps you get more detailed feedback from users. For example, if you ask your users about their experience and they say ‘Good’, InMoment prompts them further: ‘What was good?’ It also offers social monitoring that gathers meaningful feedback on what your customers are saying about you online.

23. Miro​

Miro is an online whiteboard workspace that’s great for remote teams who want to brainstorm and put their thoughts onto a shared digital whiteboard. The software lets you create a board from scratch—so you can still use your sticky note strategy, just digitally—or use one of their pre-made templates.

24. Lucidchart​

Lucidchart is a visual tool, capturing the customer experience. With customizable templates and formatting options, this customer journey mapping software lets you easily visualize and share your findings, helping you target specific personas, increase customer engagement, and ultimately increase your organization’s revenue.

25. Microsoft Visio​

Microsoft Visio is software used for creating a variety of diagrams and flowcharts. With this visualisation tool, users can create simple or more complex customer data diagrams. It also offers a wide variety of built-in shapes, objects, and stencils to work with. The main idea behind Visio is to make diagramming as easy as possible for the user and therefore simplifying the process of customer journey mapping. Note: this is a Microsoft product, sold as an addition to MS Office.

26. Gliffy​

Gliffy is a web-based editor and visualization tool used to create and edit diagrams. Though Gliffy is a bit too lightweight for highly technical diagrams, especially those that require collaboration to draft, it offers plenty of simple features such as Venn diagrams and organisational charts.

27. OminGraffle​

OmniGraffle (created by OmniGroup) is a diagramming and customer journey mapping tool that can be used for everything from wireframe design to interior design. With this tool, users can create precise and neat customer journey maps that can then be shared with colleagues.

Everyone from professional artists and designers to casual data mappers and beginning diagrammers can make use of OmniGraffle. What makes OmniGraffle exceptional is how easy it is to get started. They also offer a free trial to test out the tool first.

28. IBM Journey Designer​

IBM Journey Designer allows users to produce customer journey maps in minutes. Marketing, sales and customer service can collaboratively visualise cross-channel journeys, set common marketing goals and design tailored customer experiences for various priority segments in a user-friendly, drag-and-drop interface. Users can also engage in conversations, send files and notify team members of any activities while building customer journeys.

29. Visual Paradigm​

Visual Paradigm’s online Customer Journey Mapping and development tool suite helps you streamline the UX initiatives and automate the entire information acquisition process. You can zoom-in on a single customer journey in a specific channel. By understanding the customer journey you can improve customer retention and increase the conversion rates. It also includes various agile project tools such as the PM Process Tool, Agile Process Tool, Scaled Scrum Process and more.

30. SuiteCX​

SuiteCX is an easy-to-update tool with an intuitive interface that combines diagnostics, storytelling, prioritisation and planning into a powerful and comprehensive customer experience management platform. This customer journey mapping tool provides several Customer Journey Mapping (CMJ) visualisation templates and tools with all interaction and segment information kept in a centralised database.

31. cx/omni CEM Cloud Customer Journey Mapping Software​

cx/omni CEM cloud is a customer experience management platform for internal communication of all CX/UX insights which includes a customer journey mapping tool. This CEM helps you monitor customer sentiment, various pain points, emotional journeys, and even performance gaps. Users can also access real-time feedback data.

32. Qualtrics​

Qualtrics is an Experience Management software with solutions available for customer experience and employee experience as well as experience and research. They recently strengthened their Voice of the customer feedback tool by acquiring the popular software Clarabridge. This AI-powered solution offers a lot of listening insights and is able to detect both emotion and intent.

33. Trello​

Trello is a visual collaboration tool for planning tasks and projects. While commonly used by agile software development teams, the solution is also used in other departments such as marketing, sales, support and HR. It works great for customer journey mapping too.

Trello makes it much easier for teams to work together organizing, prioritizing and creating detailed maps. Users can add comments or attachments to ‘cards’ (which represent tasks). Trello integrates with a number of online applications including JIRA Cloud, Bitbucket Cloud, Google Drive, GitHub and Slack.

34. Asana​

Asana is a project and task management app that facilitates team communication and collaboration. Users can also use this tool to create customer journey maps and enable teams to track them collaboratively from beginning to end. It is possible to add team members to projects and tasks, share files and communicate with them.

As soon as a change is made or a task is assigned, users will receive notifications in their inbox which invite them check, follow, like, or comment the update. Users can also be mentioned in task comments to keep them in the loop with new updates.

35: UpWave​

UpWave is an advanced task manager for small and medium business that offers lots of unique features. This tool has a very modern interface with lots of detailed tutorials making it easy-to-use. UpWave gives digital teams the opportunity to plan and share tasks and ideas by way of visual boards.

These boards help them to track workflows and streamline productivity. All information is stored in a cloud so that each team member can access it regardless of the device he/she is using.

36. Mural​

Mural is a great collaboration tool in which users can create and share items to keep stakeholders informed. With built-in templates and frameworks, users are able to gain insights much more quickly. Communicate visually using sticky notes, flowcharts and mapping, drawings, and so much more. This tool can be accessed from any device using your web browser or native apps for Windows 10 and iOS.

37. Mapovate​

Mapovate is a unique customer journey mapping solution, thanks to its dynamic real-time voice of customer analytics. Mapovate is easy to use and designed to support users in drawing and visualising customer journeys. You can create personas and define journeys of different customer profiles, get email alerts and notifications to create follow-up actions and collaborate with team members to improve experiences.

38. Workzone​

Workzone is an easy-to-use, cloud-hosted project management and document collaboration app that is great for customer journey mapping. Around since 2000, this tool is rated among the most mature online project management software in the market. You can use Workzone to organise projects with tasks and subtasks, assign responsibilities, and be notified when a task is due. You can also connect tasks together to see how a change in a single area impacts the rest of the project.

39. FigJam by Figma​

FigJam is a whiteboard tool developed by Figma. It's designed to make brainstorming, ideation, and mapping out customer journeys a whole lot easier.

40. InDesign CC​

InDesign is a page layout design software from Adobe, which means for a bit of a steep learning curve, you can unlock unlimited flexibility. You can build, convert, edit, and collaborate on complex visual design projects. This robust tool has everything you need to build customer journey maps and much more, such as logo design, social media graphics, and media kits.

41. Totango​

Totango is a customer success platform that can help you manage your customer experience and map your customer journey for digital products. You can use it to track product usage and adoption and measure the success of your customer success initiatives.

42. Reveall​

Reveall is a product discovery platform that allows you to map customer journeys to know how your client experiences different aspects of your product.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

9 Key Features to Consider When Choosing a Customer Journey Mapping Tool​

1. Intuitiveness and functionality​

When selecting a customer journey mapping tool, consider the intuitiveness and functionality of the software. An easy-to-use tool with a shallow learning curve will help you get started immediately. Features like drag-and-drop functionalities, touchpoint mapping, and persona creation can streamline your workflows and make creating journey maps a breeze.

2. Multichannel journey mapping​

Multichannel journey mapping allows you to capture data and analyze customer touchpoints from various channels like your website, mobile app, social media, physical store, and customer service database. This comprehensive approach helps you identify key touchpoints and friction points in the customer journey, enabling you to make informed decisions to enhance customer satisfaction.

3. Analytics​

Customer journey mapping tools with built-in analytics features let you analyze customer touchpoints, behavior, and personas. These insights help you identify pain points in the customer journey and develop strategies to improve the overall customer experience.

4. Built-in templates, resources, and support​

Look for tools that offer built-in templates to help you get started with creating your customer journey map. Customizable templates allow you to tailor them to your specific needs, while resources like documentation, training, and onboarding sessions facilitate the learning process. Having access to troubleshooting manuals and helpdesks can also be crucial in case you encounter any issues.

5. Linking​

Consider whether you’ll need to create multiple customer journey maps for related projects or to illustrate hierarchies. Look for tools that allow you to link different maps to reuse findings and gain a comprehensive understanding of multiple customer journeys.

6. Flexibility​

The best customer journey mapping tools support an iterative process, enabling you to refine and enhance your journey maps over time. These tools should allow you to add steps to a journey and make real-time changes to optimize the customer experience.

7. Different views​

Tools that offer various perspectives to analyze customer journeys, such as heatmaps, storyboards, and emotional journey mapping, provide a holistic understanding of the customer journey. The ability to view journeys from different angles can offer valuable insights into customer behavior and preferences.

8. Integration​

Integration capabilities are crucial for customer journey mapping tools to work seamlessly with other platforms in your marketing technology stack, such as marketing automation tools, CRM software, and CDPs. This integration allows you to consolidate data from multiple sources and incorporate customer journey insights into your existing processes.

9. Collaboration tools​

Customer journey mapping tools that support collaboration enable team members to work together on journey maps in real time. Features like change tracking and commenting help streamline internal processes and foster better teamwork and communication.

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage provides a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn, allowing you to unlock revenue from your existing user base.

With Rengage, you gain insights into your segments, enabling you to run campaigns with an intuitive journey manager to impact users' conversion. Our Journey Moments feature provides insights into your micro-segments, while the Journey Builder offers intuitive multi-channel marketing automation. Our platform provides insights, predictions, and attribution modeling to measure the impact of your customer journeys on user conversion.

Book a free demo with Rengage to learn how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

If you are looking to streamline your customer lifecycle management, improve customer relationships, track customer interactions, provide better customer service, and increase customer retention, implementing a customer lifecycle management software is a smart move. With a robust customer lifecycle management software tool, you can simplify customer interactions and stay organized. It can assist you in making informed decisions.

What Is Customer Lifecycle Management & Why Its Important​

Customer lifecycle management is the process of tracking the stages of the customer lifecycle, assigning metrics to each one, and measuring success based on those metrics. The goal is to track the business' performance over time as it relates to the customer lifecycle.

Shaping the Customer Journey​

Every company has the opportunity to control and guide the customer journey. Most customers follow a similar set of steps when it comes to choosing a brand's product or service and, eventually, becoming loyal to that brand. Rather than leaving that to chance and hoping that customers will choose you, you can guide them in your direction.

Providing Value and Building Trust through Intentional Content​

You're not manipulating prospects. Rather, you're intentionally giving them the kind of content they're looking for and thus providing value. In doing so, you prove that you're a reputable, transparent brand that has its visitors' and customers' best intentions at heart.

The customer lifecycle is handy to see how your customers behave, so let’s jump into detail on what that looks like at each stage of the process below.

Customer Lifecycle Stages​

As mentioned, the customer lifecycle has five stages:

• Reach
• Acquisition
• Conversion
• Retention
• Loyalty

While it's similar to the buyer's journey, the customer lifecycle takes into account the customer’s experience, or what happens long after a prospect makes a purchase. We'll walk through these stages one by one.

1. Reach​

In this stage, a customer searches for a product after becoming aware of an issue or problem they need to solve. This stage is called “reach” because it's your chance to reach the customer while they're deliberating.

In this stage, your customer is comparing products across competing brands (including yours), carrying out research, and reading customer reviews. Social media marketing, SEO, search engine marketing, and other inbound and outbound methods should place your brand on this customer's radar. This stage is successful when the customer reaches out to you for more information, looking to either educate themselves further or get a definitive price.

2. Acquisition​

When the customer gets to your website or calls you on the phone, they've officially entered the acquisition stage.

This stage will look different depending on the acquisition channel the customer has used. If they called over the phone, for example, you'll need to respond to the customer's questions and concerns, as well as to inquire for more information on the customer's needs. Following that, you'll offer the best products or services to satisfy their needs, as well as educate them on the uses of those products or services.

Empowering Purchase Decisions with Informative Website Content​

If they've found you via your website, they should come across helpful, educational content that can help them make a purchasing decision. Every content offer, pricing page, or blog post should give the customer what they need to decide on making the purchase.

Leveraging Gated Content and Live Chat for Customer Engagement​

Some of this content should be gated so that you can get the customer's information. Don't forget: your service team should be available via live chat to answer urgent inquiries. In many ways, all interactions are customer service experiences — even something as simple as someone accessing and using your site is a customer service touchpoint.

3. Conversion​

Having gained all the necessary information and being delighted with your brand's customer experience, the prospect makes a purchase. They've officially converted and turned into your customer.

In this stage, you want to make it clear that you're providing value. They've entered a relationship with you, not just made a purchase. But the work doesn't end here. It's time to retain the customer so that they continuously come back to your brand.

4. Retention​

Customer retention starts by finding out how the customer feels. Check-in with them to ask how they've enjoyed their new product or service. Carry out customer service surveys, measure your Customer Satisfaction Score, and establish a Voice of the Customer program to find out what you can do better.

Using information directly from them, you can continuously make improvements to your products and services, as well as the customer service experience. In this retention stage, you'll want to offer exclusive perks that only your customers have access to. 24/7 support, product discounts, and referral bonuses are all perks that can take your customer from a plain purchaser to a brand promoter.

5. Loyalty​

In this stage, the customer becomes an important asset to the brand by making additional purchases. They might post on social media about their experience with your company and write product reviews that inform a future customer during the reach stage.

Brand loyalty is of the utmost importance. Here's a common example.​

In the automobile industry, there are dozens of brands selling similar vehicles for similar purposes. So, what helps a customer choose an SUV between, say, Toyota and Chevrolet? The answer is brand loyalty. For instance, the customer's first car could have been a Toyota Camry back in the 90s.

Building Brand Loyalty through Long-Term Reliability​

The car was reliable throughout and beyond their college years. Now, as an experienced car-buyer looking to invest in a new SUV, which company are they going to go with? The brand that has been there for them for the past three decades, or the one that's completely new to them? Probably the former, unless a bad customer service experience drives them away.

Nurturing Brand Loyalty through Service Experiences​

Your customer reaches this stage after being influenced by the previous four stages. In other words, you can't create brand loyalty out of nowhere. It must be nurtured and instilled in the customer through service experiences that solve for them and proves the value of your product (and of your brand).

Understanding the Fluidity of the Customer Lifecycle​

Although these are the typical stages that a customer follows in their journey with a brand, this process can be fluid. Customers can come to learn about a brand in several ways: family or friend recommendations, social media, advertisements, research, and more. It's essential to be aware of the customer lifecycle so you can manage it effectively, and mapping it out can aid in the process.

Transforming Customer Interactions with Rengage's Comprehensive Solution​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

What Is Customer Lifecycle Management Software?​

Customer lifecycle software is an essential tool that helps businesses understand how customers interact with their brand at different stages of the customer journey. It provides valuable insights to reduce churn and increase customer lifetime value. Here's a deeper look at the benefits of utilizing customer lifecycle software for marketing strategies:

Attracting Leads and Boosting Brand Recognition at the Reach Stage​

Customer lifecycle software allows businesses to deliver personalized content to boost brand recognition, capturing leads through automated campaigns. By tracking and analyzing marketing performance, businesses can make better decisions about their marketing strategies.

Nurturing Leads and Improving Conversions at the Acquisition Stage​

At the acquisition stage, customer lifecycle software helps nurture leads with targeted email campaigns, provides personalized product recommendations, and adjusts landing pages for improved conversions.

Automating Processes and Offering Incentives for Conversion​

During the conversion stage, businesses can automate abandoned cart recovery, offer incentives and discounts, and streamline the checkout process to improve conversion rates.

Enhancing Retention Strategies and Creating Loyalty Programs​

Customer lifecycle software assists in sending personalized post-purchase follow-ups, gathering customer feedback and reviews, and creating targeted upsell and cross-sell campaigns for better retention. It can be used to implement loyalty and rewards programs, offer exclusive perks for VIP customers, and encourage brand advocacy and referrals to foster long-term customer loyalty.

By utilizing customer lifecycle management software effectively, businesses can streamline their customer interactions across different lifecycle stages, consolidate data, automate workflows, and gain actionable insights to align with their marketing, sales, and customer service strategies.

16 Leading Customer Lifecycle Management Software Platforms​

1. Rengage​

Rengage offers a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. It accelerates the customer journey from onboarding to conversion and churn. With Rengage, users can unlock revenue from existing users by obtaining insights into segments, running campaigns through an intuitive journey manager, and measuring how journeys impact user conversion.

Notable features include Journey Moments which provides insights into micro-segments, Journey Builder for intuitive multi-channel marketing automation, and Insights Prediction and Attribution.

2. Salesforce Marketing Cloud​

Salesforce Marketing Cloud provides a suite of marketing automation, analytics, customer lifecycle, and segmentation tools. This platform helps create personalized buyer interactions across different channels such as chat, social media, email, SMS, and ads. Marketing Cloud also offers integration with several CRMs and enables sales reps to track messages in the sales pipeline quickly. It allows users to upload offline data, automate Facebook ads, and manage content creation.

3. HubSpot​

HubSpot is a complete marketing automation and lifecycle marketing software with a focus on inbound marketing. It is a cloud-based CRM platform with sales, service, marketing, and content management software tools. HubSpot collects, stores, and analyzes client data on its CRM software and tracks and reports performance metrics for marketing, sales, and customer relationship interactions.

4. EngageBay​

EngageBay is a cloud-based customer lifecycle marketing software that offers similar functionalities to HubSpot but is more affordable. It provides a wide range of features including email marketing, CRM, help desk, lead generation, landing page creation, social media marketing, and marketing automation. EngageBay is praised for its ease of use and robust feature set.

5. Pega 7​

Pega 7 is a web-based automation platform and lifecycle marketing software that optimizes complex customer lifecycle journeys for enterprise-level users. It integrates BPM, CRM, Case-based Management (CBM), AI, and robotic process automation functionalities to personalize customer experiences and deliver targeted messaging across multiple channels.

6. ChurnZero​

ChurnZero is a cloud-based customer lifecycle software designed to boost customer fulfillment rates for subscription businesses. It focuses on reducing customer churn through tools for onboarding, reactivation, customer engagement, product usage tracking/analytics, segmentation, and integration with other tech tools.

7. ActiveCampaign​

ActiveCampaign boasts advanced automation features, making it a great option for users in need of powerful automation capabilities.

8. Mailchimp​

Mailchimp is known for its email marketing, lifecycle marketing, and automation tools. Over the years, it has evolved into a comprehensive marketing automation solution with advanced contact management features.

9. Marketo​

Marketo by Adobe is an enterprise-level lifecycle marketing software tailored for large enterprises. It offers automation, ABM, lead development, content creation, and more.

10. Customer.io​

Customer.io enables users to create personalized messaging journeys without complex automation software. It supports customer feedback, re-engagement campaigns, welcome sequences, and more.

11. Intercom​

Intercom is a lifecycle marketing software with fast response times, multichannel marketing, automation, and AI customer service solutions.

12. Autopilot (Now Ortto)​

Autopilot (Ortto) offers visual marketing software with lifecycle marketing features, simplifying complex automation workflows.

13. Omnisend​

Omnisend is an e-commerce marketing automation software suitable for small and medium businesses, e-commerce owners, and online retailers.

14. Zoho CRM​

Zoho CRM is equipped with sales, marketing, and customer support tools, including marketing automation features for streamlining and optimizing customer lifecycle management.

15. Agorapulse​

Agorapulse is a social media management platform with CRM functionality that facilitates customer engagement, social media content management, and performance measurement across multiple networks.

16. LoyaltyLion​

LoyaltyLion is a customer loyalty and rewards platform for e-commerce businesses. It helps develop loyalty programs to drive repeat purchases, referrals, and customer lifetime value by integrating seamlessly with email and SMS automation for more effective lifecycle marketing.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics
• Customer Journey Best Practices

How to Choose the Right Customer Lifecycle Management Software​

When selecting a customer lifecycle management system, there are several factors to consider to ensure that the software aligns with your specific customer engagement strategies.

Manage Entire Lifecycle​

A good CLM software should cover your entire business operations - right from sales, marketing, billing to customer support. This will help you get customer data and understand their needs across all the stages of the life cycle.

360-Degree Customer View​

A 360-degree view of each customer’s journey helps you better understand customer needs, use the data to personalize experiences, identify customers who are defecting and prioritize engagements.

Customer Segmentation​

The software must allow you to group your audience based on various attributes so that you can design personalized campaigns and experiences for them. This will give you the ability to tailor messages, timing, and content, etc., to enhance customer experience and satisfaction.

Behavior Tracking​

A good CLM must consolidate customer data from different sources and help you use it to personalize messages, run event-based campaigns like cart abandonments.

Multichannel Engagement​

The Customer Lifecycle Management system must facilitate engagement across multiple channels, including mobile phones, email, website, and social media. You need to be able to reach your customers where they are for more effective life cycle management.

Native Integrations​

The CLM software must provide support for native integrations with 3rd party business systems and apps such as accounting software, email, project management, and communication tools to help you connect your existing software with the CLM system and optimize your processes through automation.

Related Reading​

• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Delve into the world of Customer Lifecycle Management Software with the innovative and intuitive platform called Rengage. This comprehensive solution is designed to not only manage but also enhance customer journeys, culminating in measurable outcomes and valuable insights without any coding required.

With Rengage, you can propel your customer journey forward, from onboarding and activation to conversion and even churn. This enables you to unlock revenue from your existing user base while creating a more personalized and engaging experience.

Unlock Revenue with Existing Users through Rengage​

Rengage allows you to truly understand your customer segments, empowering you to run targeted campaigns with a user-friendly journey manager. By leveraging the power of Journey Moments and Journey Builder, you can gain profound insights into your microsegments while seamlessly creating multi-channel marketing automation. This holistic approach is complemented by insights, predictions, and attributions, allowing you to measure the impact of your journeys on user conversions.

Book a Free Demo to Transform Customer Interactions​

Transform your customer interactions into personalized experiences that drive loyalty and growth with Rengage. Book a free demo today and discover how you can revolutionize the way you engage with your customers.

In this blog, we'll explore the most effective strategies and the value of customer lifecycle management best practices. Stay tuned to dive into the world of enhancing customer experiences!

What Is the Customer Journey?​

A customer journey is the series of interactions that someone has from the moment they become aware of your business, to the process of considering your offer, becoming a client, and — hopefully — becoming a fan of your brand. It also includes the alternative paths where prospects drop out of the process for one reason or another.

Optimizing Your Customer Journey​

If you own a business and have clients, you already have a customer journey. The question is, are you intentionally managing your customer journey for an optimal customer experience, or are you leaving it to chance?

Most businesses start with a “Frankenstein” customer journey that has been pieced together over time out of the necessity of the moment. It’s happened organically, but may not be fully understood and probably isn’t being leveraged properly, which means you’re leaving money on the table.

Why You Need a Deliberate (not accidental) Customer Journey​

Let’s put it bluntly: Leads are expensive. More specifically, leads that don’t convert to clients are expensive. Yet every company needs leads in order to get sales. So it’s extremely important that a business’s leads convert well, especially for small businesses with limited marketing budgets.

An optimized customer journey can help improve conversion rates by making the buying path easier for prospective clients to navigate, easier for them to say “yes” to. It also creates a positive interaction with your company that makes them more likely to give you glowing reviews and recommend you to others.

Crafting an Exceptional Customer Experience Strategy​

The goal is to map out an ideal customer experience — including what you can do if things go awry — so that you can ensure your clients have an experience that leaves them satisfied, hungry for more, and eager to sing your praises to everyone they know.

What Are the 5 Stages of the Customer Journey?​

1. Awareness​

This is when a potential customer becomes aware of your company and services. They could become passively aware, such as by seeing an advertisement, or they may become aware proactively, such as by searching for companies in your area that offer the services you do.

2. Consideration​

At the consideration stage, the potential customer is now aware of your company and that you offer services that could fit their needs. During this stage, prospective customers weigh their options and evaluate your services against your competition. They may be completing activities such as checking online reviews or inquiring with trusted friends or colleagues to learn what others say about your brand. In doing so, they seek a clear answer on whether to purchase from your brand.

3. First Purchase/Decision​

A potential customer reaches this stage when they have all the information they need to decide whether your company can meet their needs within their determined budget and scope. The individual or purchasing team goes from being a potential customer to a customer. Depending on the perceived importance of the purchase — as well as the personality of the buyer — it may take a long time to reach this phase.

4. Retention/Loyalty​

The retention phase focuses on keeping your customers happy and engaged. As your customers use your product or service, they make repeat purchases and continue to buy again from your company. During this stage, you are also focused on providing excellent customer service.

5. Advocacy​

In this stage, customers to whom you have delivered value that exceeded their expectations are doing their own marketing work for your company. They voluntarily talk about your business and encourage their colleagues and friends to try your services for themselves. Customers who share positive reviews about your company show that you deliver on brand promises you’ve made. Not all customers will reach this stage, but your goal should be to plan programs that ensure many of your customers will become loyal advocates for your brand.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

8 Customer Journey Best Practices for Efficient Management​

1. Set Clear Goals​

Setting clear goals is essential before beginning the process of mapping the customer journey. Defining the objectives will ensure that the map aligns with both customer and business goals.

2. Understand Your Customers​

It is crucial to conduct in-depth research to understand different buyer personas. This will help in creating unique maps for each type of buyer.

3. Create a Different Map for Each Type of Buyer​

Designing a unique map for each buyer persona allows for a more personalized experience on the customer journey.

4. Collaborate with Stakeholders​

Involving multiple perspectives from relevant stakeholders during the creation of the customer journey map ensures a holistic view and better decision-making.

5. Track Every Step (Including the Ones in Between)​

Being meticulous in tracking every phase a customer goes through in their journey provides a comprehensive understanding of the customer experience.

6. Measure the Outcome​

Monitoring key performance indicators (KPIs) set in the initial stage helps in evaluating the success of the customer journey map.

7. Make it Cyclical​

Acknowledging that most customer journeys are not linear and making the map cyclical aids in understanding different pathways to purchase.

8. Create a Living Document​

Updating the customer journey map regularly and making it a living document adapts to changes in the market and customer behavior, ensuring relevance and accuracy.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Metrics

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage accelerates customer journeys from onboarding to conversion and churn, enabling businesses to unlock revenue from their existing user base. With Rengage, businesses can gain insights into customer segments, run campaigns using the intuitive journey manager, and measure the impact of their customer journeys on conversions through features like Journey Moments and Journey Builder.

Journey Moments provides insights into micro-segments, while Journey Builder offers multi-channel marketing automation. The platform also provides insights, predictions, and attributions that help businesses measure the effectiveness of their customer journeys.

Book a free demo to learn how Rengage can transform customer interactions into personalized experiences, driving loyalty and growth.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Ready to elevate your customer's experience? Dive into the realm of Customer Journey Personalization to uncover the potential of enhancing your customer lifecycle management. The ability to engage with your audience on a personal level, at every touchpoint, is crucial for fostering loyalty. By crafting a journey that speaks directly to their needs and preferences, you can guide your customers along a seamless path toward conversion. Let's explore the possibilities together!

What is Customer Journey Personalization & Why Its Important​

Personalization can drastically increase the chances of satisfying a customer's need.​

According to some analysts, a 5% increase in customer retention can increase a company’s profitability by 25-95%. Research also shows that 80% of customers are more likely to make a purchase when brands offer personalized experiences!

What Makes Customer Journey Personalization Effective​

The success of personalization lies in its capacity to make customers feel like they are the most important person in the room. An overwhelming 9 in 10 consumers are willing to share data with a brand as long as they receive personalized benefits and offers in return.

Personalization allows you to form relationships with customers that have a lasting impact on your bottom line. Personalization should not be the end goal. But, it can be a tool that allows you to make a customer comfortable with your brand. In today’s digital marketplace, 73% of customers expect brands to personalize their shopping experiences.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

Step-By-Step Guide for Effective Customer Journey Personalization​

Data Gathering & Analysis​

Personalizing the customer journey starts with gathering and analyzing data to comprehend the users you are communicating with. This will allow you to address their needs and problems effectively. By learning about your current customers, you can determine what they have purchased in the past, when they began buying, the average amount they spend each month, and if their purchasing habits are linked to prior advertising campaigns or rewards programs. Utilize this baseline to gain insights into what has worked and with whom, enabling you to tailor future personalized marketing actions accordingly.

Design Personalized Offers & Content​

After identifying your customer base and their pain points, craft offers that directly correlate with their issues. The more effectively you can cater to prospect pain points, the more valuable your offer will be. Communicate the offer through personalized content and messages that make prospects feel acknowledged and understood.

Utilizing video messaging can significantly improve connection. Tools such as Tavus let you develop personalized video messages in bulk from a single recording through AI tools. By leveraging dynamic video templates and customizable variables, you can create numerous personalized video variations that cater to individual customer needs.

Deliver the Personalized Content​

Once you have designed the appropriate offer to address customer pain points, it's essential to deliver this personalized content to the customers. Evaluate the data gathered in the initial step and identify the best way to present personalized content to your customers, whether through email, SMS, or particular social media platforms.

Technology like Tavus facilitates the creation and dissemination of personalized videos through various channels like email, messages, and social media. Integrating Tavus into your existing workflow automates the personalization process, allowing you to meet your customers where they are.

Optimize for Determined KPIs​

To optimize your efforts in personalizing the customer journey and delivering a positive customer experience, consistently review KPIs to understand how well your strategies are performing. From email open rates to video views, engage with metrics to identify areas for improvement throughout the customer journey.

Unlocking Personalized Customer Experiences with Rengage​

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Metrics
• Customer Journey Best Practices

Ways to Personalize the Customer Journey​

Marketing Personalization​

In the awareness and consideration phases of the customer journey, marketing personalization plays a crucial role in standing out from the competition and fostering customer loyalty. Implement strategies like personalized newsletters, outreach campaigns, and webinars to engage with your audience actively and nurture lasting connections.

These tactics help to provide customers with personalized content, making them feel seen and valued. Utilize tools like video marketing software to create dynamic and personalized content, such as personalized videos, to increase engagement and build stronger relationships with prospects. ‍

Decision Phase​

As customers navigate the decision phase of the customer journey, personalization becomes even more critical. Implement tactics like personalized demo videos, retargeting and upsells, and unique follow-ups to drive conversions and forge long-lasting customer relationships.

Through personalized content, such as personalized follow-up videos and tailored product recommendations, you can create a more engaging and relevant experience for customers. These strategies help in making customers feel valued and understood, increasing the likelihood of conversions and fostering loyalty in the long run. ‍

Customer Service Personalization​

During the retention and advocacy phases of the customer journey, personalized customer service can greatly enhance customer satisfaction and loyalty. Implement strategies like creating helpful videos addressing common pain points, providing personalized updates, and requesting and responding to feedback to offer customized solutions and personalized experiences to your customers. By leveraging personalized video content and tailored communications, you can effectively communicate attentiveness, care, and responsiveness to customer needs, thereby driving loyalty and advocacy among your customer base.

17 Tools for Enhanced Customer Journey Personalization​

1. Rengage​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

2. Aiava​

A modeling tool for customer journeys that uses storytelling as a framework. Features include text-to-visual design, rich media content attachments, multiple map views, and scenario walking. Collaboration features include comments, suggestions, and pain-point marking

3. Custellence​

For customer experience (CX) teams interested in service blueprints and journey maps. Uses a “lane-based interface” with a drag-and-drop cards structure for more customization. Includes templates for a range of processes and journeys. Presentation settings offer view control

4. Flowmapp​

A visual platform for planning, designing, and mapping sitemaps, user flows, content hierarchies, information architecture, and project wireframes. Includes:

• Templates
• Workspace organization
• Import/export formats
• Real-time commenting for collaboration
• Project-specific statuses

5. JourneyTrack​

A customer journey management platform that includes persona and workshop support. Features include:

• An atlas to weave journeys through other processes (such as funnels)
• Metrics and data visualization
• Opportunity scoring (via a jobs-to-be-done framework)
• Integration with prototyping, database, and repository tools.

6. ShiftX​

Offers business process mapping (BPM), including customer or user journeys. Features include:

• Robust onboard keyboard shortcut system
• Automatic map flow layout designer
• Customizable persona creation
• Real-time visual collaboration
• Issue categorization to identify ongoing pain points.

7. Smaply​

Has two versions:

• Classic (currently live)
• Forthcoming “3.0” version (access granted in batches)

The classic version offers design and management of journeys, personas, and stakeholder maps. Journey mapping features include a repository, hierarchy assignments, integrations with project management software, and customizable exports.

8. Theydo​

Focuses on journey management: mapping, structuring in a framework, and uncovering opportunities across them. Includes a template library for blueprints, funnels, lifecycles, and even roadmaps. Offers integrations with different tools categories, including analytics, design/prototyping, product and project management, and impact tracking.

9. UXPressia​

Create customer journey maps, user personas, and map the impact of your product. Offers a repository for the assets needed to create and manage maps, such as statuses and tags.

Additional features include:

• Journey-specific taxonomies
• Cross-team collaboration
• Standardization for new maps
• Templates for a variety of journey types

10. CleverTap​

For creating personalized product experiences, in-app experiments, optimizations, and broader campaign creation (including journeys). Offers multiple customer data collection streams and analysis approaches, including some leveraging artificial intelligence. Offers industry-specific features for SaaS and gaming companies.

11. Contentsquare​

A digital experience platform (DXP) focused on capturing and centralizing customer analytics data for use in creating journeys, user segments, heatmaps, and sessions. Has three core feature areas:

1. Analytics (heat maps and journeys)
2. Monitoring (error and speed analyses)
3. Product analytics (retention reporting and segmentation)

12. Churnzero​

Customer success software focused on customer engagement and retention. Offers features around:

• Customer data (profiles and segmentation)
• Analysis (health scores and renewal forecasting)
• Collaboration (journeys and in-app messaging)
• Revenue forecasting (advanced reporting and in-app surveys)
• Robust workflow creation and automation

Pricing is not publicly available from their marketing site.

13. Glassbox​

Focused on creating a complete profile of customer engagement and retention across any digital property. Their tool suite includes:

• Mobile app analytics
• Journey analysis
• Session capture and replay
• Interaction maps
• Funnel creation
• Performance metrics
• Voice-of-customer engagements
• Artificial intelligence for real-time support and guidance.

14. Milkymap​

A CX platform focused specifically on journey map creation, development, and management. They offer a framework for structuring customer experience metrics and bring them into journey mapping design. Offers APIs to connect other data streams, a variety of visualization styles, and KPI integration for team-wide alignment and collaboration

15. MoEngage​

An insights-focused experience management and engagement platform. Features enable:

• Collection of customer data
• Journey orchestration and mapping
• Website personalization
• Omnichannel communication
• Artificial intelligence campaign optimization
• Real-time purchase transaction alerts via an API.

16. Planhat​

A “horizontal” customer platform for post-sales engagement and management. The tool is organized around four actions:

1. Centralizing customer data for a 360 view
2. A no-code way to create automations, triggers, and alerts via bots and integrations
3. Building journeys that combine tasks with conditional sequencing
4. A presentation suite to share findings and stories

17. WebEngage​

A Retention Operating System for unifying customer data to personalization and automate campaigns. Offers tools:

• To create customer profiles via data integrations
• Design paths
• Funnels
• Cohorts
• Orchestrate user journeys
• Surface notifications based on segmentation
• Communicate via app, web, email or various ads platforms

What Are the Benefits of Customer Journey Personalization​

It can increase customer satisfaction and loyalty. Customers are more likely to return to a company that provides personalized experiences that cater to their needs and preferences.​

It can help drive sales and revenue growth. Personalized experiences can lead to increased sales and a higher customer lifetime value.​

A personalized customer journey can help companies stand out from the competition. In today’s crowded marketplace, providing a tailored experience can be a key differentiator that distinguishes a company from its competitors.​

Personalized experiences can generate positive word-of-mouth and online reviews, which can further enhance a company’s reputation and brand image.​

Best Practices for Successful Customer Journey Personalization​

To effectively personalize the customer journey, it's crucial to integrate data from various departments such as marketing, product, and sales. By consolidating customer data into a centralized location, teams can gain a 360-degree view of customers and personalize interactions more effectively. The types of customer data that companies should collect include personal identification, website interactions, previous orders, current order status, prior customer service interactions, device information, payment preferences, and plan or subscription details.

Create a Plan to Protect Customer Data Privacy​

Data privacy is a significant concern for customers when it comes to personalization. To maintain customer trust and compliance with regulations, businesses must prioritize the protection of customer data. Adhering to data privacy laws such as the GDPR and implementing security measures like encrypting sensitive information, installing firewalls, and requiring multi-factor authentication are essential. By following best practices for data privacy regardless of location, businesses can build trust with customers and avoid data breaches.

Provide Proactive Support​

Anticipating customer needs and resolving issues before they escalate is key to maintaining customer satisfaction and loyalty. By using historical data and customer interactions, businesses can provide proactive support tailored to each customer's unique needs. By staying ahead of customer issues, businesses can prevent churn and increase customer lifetime value. Utilizing customer data to offer proactive support can lead to higher customer satisfaction and loyalty.

Leverage Customer Sentiment to Tailor the Customer Experience​

Understanding customer sentiment on an individual level allows businesses to create unique and personalized experiences. By incorporating customer feelings and opinions into personalization strategies, businesses can offer targeted content, product recommendations, pricing tiers, and promotional offers. Using data to personalize experiences based on customer sentiment can lead to higher engagement, satisfaction, and loyalty.

Personalize Support on Customers' Favorite Channels​

Personalizing support on customers' preferred communication channels can enhance the overall customer experience. Utilizing data to offer personalized responses on channels such as live chats, email marketing, surveys, and phone calls can improve customer satisfaction and loyalty. By providing quick, personalized responses to customer inquiries and issues, businesses can build stronger relationships with customers and increase retention rates.

Create Targeted Knowledge Base Articles​

Personalizing knowledge base content based on customer data can improve self-service support and customer satisfaction. By tracking customer behavior and preferences, businesses can identify content opportunities and create tailored knowledge-base articles. Offering personalized content recommendations, revamping old content, and surveying customers to identify knowledge gaps can enhance the overall customer experience and increase self-service success rates.

Personalize in a Way That's Helpful for Customers​

Effective personalization strategies focus on meeting customer needs and preferences at various touchpoints. By understanding customer data and customizing content, offers, and messaging, businesses can create valuable interactions with customers. Personalizing outreach, gated content, presentations, landing pages, ad campaigns, and upselling can increase customer engagement, conversion rates, and revenue. Leveraging customer data to personalize interactions can lead to higher customer satisfaction and loyalty.

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Rengage provides a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments give you insights into your micro-segments.
• Journey Builder offers intuitive multi-channel marketing automation.
• Insights prediction and attribution features help you measure the impact of your customer personalized experience.

Book a free demo to learn how you can transform customer interactions into personalized experiences that drive loyalty and growth.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Understanding customer journey metrics is essential for any business looking to boost its sales. By analyzing customer lifetime value, churn rate, and other metrics, you can evaluate the effectiveness of your marketing efforts and get a better grasp of your customers' behavior. This information is crucial for refining your strategies and increasing engagement at every stage of the customer lifecycle management process, enabling you to attract, retain, and grow your customer base. If you want to optimize your marketing campaigns and build a loyal customer base, learning more about customer journey metrics is a must.

What are Customer Journey Metrics?​

A customer journey metric is a quantitative measure used to evaluate and analyze various aspects of the customer journey, helping businesses understand how customers interact with their brand throughout the entire process. These metrics are crucial for assessing the performance and impact of customer journey initiatives. Customer journey metrics can include a range of key performance indicators (KPIs) and indicators such as:

• Conversion rate
• Sales volume
• Average order value
• Customer lifetime value
• Retention rate
• Churn rate
• Cost per impression
• Cost per click
• Lead generation rate
• Email response rate
• Return on ad spend
• Customer acquisition cost
• Customer retention cost
• Customer loyalty score
• Net Promoter Score (NPS)
• Reviews and ratings, and more.

Why are Customer Journey Metrics Important?​

By tracking these metrics at different stages of the customer journey like awareness, interest, desire, and action, businesses can optimize their strategies, improve customer satisfaction, increase revenue, and enhance customer loyalty.

Related Reading​

• Customer Lifecycle Management Best Practices
• Customer Journey Analytics
• Customer Journey Stages

10 Main Benefits of Tracking Customer Journey Metrics​

1. Improved Customer Satisfaction​

By understanding the various touchpoints and pain points in the customer journey, businesses can identify areas where customers are experiencing frustration or difficulty and make targeted improvements to enhance the overall customer experience.

2. Enhanced Customer Retention​

Customer journey analytics helps businesses identify churn points and triggers, allowing them to pivot and keep customers engaged, ultimately reducing customer churn and improving retention rates.

3. Increased Revenue​

By optimizing the customer journey, businesses can reduce costs while growing sales. This is achieved by identifying enhancements and implementing improvements throughout the customer journey, which can lead to increased revenue.

4. Boosted Customer Acquisition​

Customer journey analytics enables businesses to respond in real-time with relevant communication, eliminating sales challenges and boosting customer acquisition.

5. Data-Driven Decision Making​

Customer journey analytics provides real-time insights that align every member of the organization on journey performance. This data-driven approach enables businesses to make informed decisions about how to improve their marketing strategies and customer satisfaction.

6. Predictive Insights​

Customer journey analytics is data-driven, enabling businesses to predict customer behavior based on historical interactions. This predictive capability helps businesses anticipate and prepare for customer needs, leading to better customer experiences.

7. Streamlined Operations​

By analyzing customer behavior patterns, businesses can identify areas where customers are experiencing friction or frustration. This information can be used to streamline processes, improve product design, and enhance overall customer satisfaction.

8. Personalized Customer Experience​

Customer journey analytics helps businesses understand what drives customer decision-making and how to best serve their needs. This understanding can be used to create personalized experiences that cater to individual customer preferences.

9. Competitive Advantage​

In today's competitive business landscape, providing a seamless, secure, and personalized customer experience is crucial for differentiating a business from its competitors. Customer journey analytics plays a key role in achieving this by enabling businesses to understand and optimize their customer journeys.

10. Continuous Improvement​

Customer journey analytics is a continuous process that involves setting goals, gathering data, continuously optimizing the journey, and tracking results. This ongoing approach ensures that businesses stay up-to-date with evolving customer needs and preferences, leading to sustained growth and success.

Unlocking Revenue with No-Code Customer Journey Management​

We provide a comprehensive solution for managing and enhancing customer journeys, delivering insights and measurable outcomes with no code. We accelerate your customer journey from onboarding, activation to conversion and churn. Enabling customers to unlock revenue from their existing user.

With Rengage, you can get insights into your segments, run campaigns with an intuitive journey manager, and get insights to measure how your journeys impact users conversion through our Journey Moments and Journey Builder features.

• Journey Moments: insights into your micro-segments,
• Journey Builder: intuitive multi-channel marketing automation
• Insights prediction and attribution.

Book a free demo to learn about how you can transform customer interactions into personalized experiences that drive loyalty and growth.

20 Customer Journey Metrics Mapped to Each Stage of the User Journey​

1. Impression​

Impressions are the number of times when your content is displayed to a user. It can be of different channels, like emails, digital ads, social media, etc. This KPI offers insights into the initial phase of customer interactions and the visibility of your presence to customers.

You can easily determine your total impressions by using tools like Google Search Console. For that, you can go to the search results under the performance tab of the Google Search Console and select web as the search type to see the number of total impressions.

There are a number of things you can do to improve your website impression, for example​

Create high-quality content for your target audience: This involves knowing what kind of content your audience needs and making sure to follow Google’s Search Quality Evaluator Guidelines. Promote your website on social media. Share your content on social media and interact with your followers.

This will help to increase awareness of your website and drive traffic to it. Run paid advertising campaigns. Paid advertising can be a great way to reach a wider audience and improve your website impression.It is important to target your ads carefully and set a budget that you are comfortable with.

2. Click through rate​

Click-through rate (CTR) is a metric that measures the number of times a user clicks on a specific link or advertisement divided by the number of times the link or ad is shown. You can track it to assess the effectiveness of your communication channels (like blog posts, emails, demo clicks, etc.) in persuading users to click on the content.

To calculate CTR, you can divide the number of clicks by that of impressions and multiply it by 100.

Strategies to Boost Click-Through Rates​

Depending on the specific content you’re aiming to enhance CTR for, there are various strategies to boost click-through rates. But here are some tips for you:

• Your headlines and titles are the first things people see, so it’s important to make them count.
• Use clear, concise, and attention-grabbing language that accurately reflects the content of your page or ad.
• You can also try using numbers, power words, and questions in your headlines to make them more appealing.
• Use strong call to action. Tell people what you want them to do. Whether you want them to visit your website, sign up for your newsletter, or make a purchase, make it clear in your call to action. Use strong, persuasive language and make sure your call to action is easy to find, i.e. by using a banner.
• Use urgency and scarcity. Create a sense of urgency or scarcity in your headlines and copy to encourage people to click. For example, you could use phrases like “Limited time offer” or “Only a few left.”

3. SEO ranking​

The SEO (search engine optimization) ranking is the position a website or a particular web page appears on the search engine result pages (SERPs) for a particular query or keyword. This KPI is important to track and optimize, as the search results directly impact your website’s visibility to potential customers.

You can assess your SEO ranking by checking your website’s average position with Google Search Console. When we talk about improving SEO ranking, there are a lot of things to do, but the most essential thing is to follow Google Search Central Guidelines before anything else. As Google wants to provide users with the most relevant and useful results possible, investing in your content quality is also a must. This might involve delivering well-researched, informative, and actionable content.

4. Onboarding completion rate​

The onboarding completion rate is the percentage of users who complete their onboarding process. It indicates the level of user onboarding engagement, like finishing the onboarding checklist, flow, interactions with tooltip, etc.

You can measure the onboarding completion rate by tracking the completion percentage using custom event tracking – meaning grouping a list of user activities that lead to activation.

Ways to improve onboarding completion rate​

• Use welcome surveys to capture customer data and personalize customer experience during onboarding and later.
• Add step-by-step guides using onboarding elements like tooltips to remove friction and help users experience your product’s value.
• Collect feedback to understand where users struggle and what they find valuable. You can use the collected data to offer help where it is needed.

5. Trial to paid conversion rate​

The trial-to-paid conversion rate measures the percentage of users who convert from free trial users to active paying customers. It lets you assess if your product successfully persuades potential customers to subscribe after they’ve tried it once.

To calculate the trial conversion rate, divide the number of converted users during a period by that of total free trial users in that period.

Ways to improve trial-to-paid conversion rate​

• Set start events, like sign-ups, and end events, like purchasing your subscription, in the conversion funnel.
• You then need to identify the friction points on this conversion funnel by seeing where most users drop off.
• Use A/B testing to see what drives more conversion, be it a checklist, a tooltip, or any specific flow, and utilize it for an improved conversion rate.

6. New user growth​

The new user growth rate measures the percentage of new users using your product, including the trial users. Therefore, tracking this KPI helps you monitor new user growth during the activation stage and assess the initial impact of your onboarding processes.

You can calculate the new user growth rate by subtracting lost users from new customers, dividing it by total existing customers, and then multiplying the ratio by 100.

Ways to improve new user growth​

• Optimize your sign-up flow by using single sign-on (SSO) to let users log in with a single set of credentials, removing any entry barriers.
• Include welcome surveys to collect customer data at the beginning and use this data to personalize their in-app experiences.

7. Product usage​

Product usage is the data that represents how your users use the product, which features they engage with most, and how often. So keeping track of this KPI is essential to understanding how customers are using your product.

You can track product usage data (like user activity, session analysis, average events per session, etc.) using feature tagging or event tracking features from tools like Userpilot.

Ways to improve product usage​

• Using product data segmentation, you can identify customers with low engagement levels and take proactive actions to bring them back. For example, you can trigger tooltips for disengaged users to drive high-value feature discovery or re-engage them with important features.
• You can analyze power users’ product usage data and identify engagement drivers. Maybe what turned them from regular users to loyal customers was an onboarding checklist of advanced features for their use case. Then you can implement the same one for the rest of your users who share similar characteristics to increase your product’s overall usage.

8. Feature adoption rate​

The feature adoption rate helps you gauge how effectively your customers are incorporating the new feature into their workflows and whether it aligns with their needs and expectations.

You can calculate the feature adoption rate by dividing the number of a feature’s monthly active users by that of active users during the same session and then multiplying the ratio by 100.

Ways to improve feature adoption​

• You can use in-app guidance like tooltips and interactive walkthroughs to drive user engagement with existing features.
• Trigger in-app feature announcements to introduce customers to new features and show them how they can incorporate the feature into their usual workflow. You can also target relevant user segments and then send them webinar invitations, tooltips, etc.
• Design a second onboarding flow to drive adoption for advanced features. You can build one without coding by using a tool that offers different UI elements like native tooltips, modal, slideout, etc., like Userpilot.

9. Customer effort score​

CES, or customer effort score, measures the customers’ perceived effort in engaging with your product. It offers insights into how easily your customers accomplish their goals with your product.

You can collect customer feedback by sending in-app surveys and then measure it by dividing the total CES by the number of respondents.

Ways to improve CES​

• Identify friction points by including a follow-up question in the CES survey to uncover reasons and act on them accordingly.
• Offering self-serve content within an in-app resource center shortens the learning curve for users and enables them to do any task easily. Customers can also get help at any time they want from self-serve content.

10. Customer Satisfaction​

Customer satisfaction refers to how happy or content customers feel using your product. By tracking this KPI, you’ll have access to valuable insights into whether your SaaS product aligns with user expectations and satisfies them.

You can measure customer satisfaction by sending customer satisfaction (CSAT) surveys after specific customer interactions or for the overall experience.

Ways to improve customer satisfaction​

• Automate customer service with proactive help by triggering support messages based on any customer’s provided score.
• Act on feedback data to make improvements and showcase your commitment to enhancing satisfaction.

11. Customer lifetime value​

Lifetime value (LTV) is the total expected revenue you will get from paying customers during their relationship with your product. Tracking this KPI is essential to understand if your product is profitable and bringing in enough revenue against the acquisition and retention costs.

To calculate customer lifetime value, you have to multiply customer value by the average customer lifespan.

Ways to improve customer lifetime value​

• You can leverage data from customer behavior analytics to identify upsell opportunities and drive account expansion. For example, you can pinpoint users reaching their subscription plan limits and target them with upgrade messages.
• Using an annual billing system can ensure long-term commitment and more time to prove your product’s worth to customers to increase customer lifetime value.

12. Customer retention rate​

Retention rate refers to the percentage of customers you retain over a period. This retention stage KPI tells you if your customers feel satisfied to continue with your products.

The first step in measuring customer retention rate is to divide the difference between the number of paying users and the total acquired users in a period by the total number of users. You then need to multiply it by 100.

Ways to improve retention rate​

Use customer data to create and offer personalized experiences and continuously deliver value through in-app communication (like providing updates, feature announcements, and more). Build loyalty programs to incentivize customers to stick with your product and do repeat business.

13. Customer churn rate​

The churn rate is the percentage of customers who discontinued your product over time. It offers insight into why customers leave your product and what you need to do to enhance your retention strategies.

You can calculate the customer churn rate by multiplying the ratio of the total number of lost users and that of the total users by 100.

Ways to avoid customer churn​

• Identify the at-risk customers with NPS surveys and engagement level analysis and then proactively reach out to them to address their issues.
• Use your cancellation page to remind customers what they’ll lose and trigger a churn survey to understand why they’re churning.

14. Net Promoter Score​

NPS, or Net Promoter Score, is an important referral KPI that measures customer loyalty and satisfaction. It asks respondents a simple question, “On a scale of 0 to 10, how likely are you to recommend us to others?”

You can use tools like Userpilot to build and trigger Net Promoter Score (NPS) surveys, determine NPS scores, and visualize your NPS scores with a dashboard.

Ways to improve NPS​

• After identifying passives and detractors through NPS scores, you can learn more about their issues by effectively tagging the responses to close the feedback loop.
• Enhance customer experience by analyzing promotors’ survey data and then offering the same experience promoters have to the passives and detractors.

15. Reviews and rating​

The reviews and ratings your product gets on platforms like G2 are your customer testimonials, and they show how satisfied users are with your product. They can be crucial KPIs, as tracking them helps you understand if you’re getting qualified leads through customer advocacy.

You can assess the reviews and ratings by checking your product’s page on G2.

16. Customer Satisfaction​

Brands often employ customer success managers (CSMs) to support their customers in using their product or service and foster a positive customer relationship. In order for these CSMs to fully understand if customers are satisfied with the company and its offerings, they may send out a customer feedback form.

An easy way to measure customer satisfaction in these feedback forms is by asking the question directly: how satisfied are you with the company’s products or services? With these responses, CSMs can calculate a customer satisfaction (CSAT) score and work on improving it. The CSAT score is one of many scores and responses that inform the overall customer health score, which CSMs use to determine whether a customer is healthy or at risk of churning.

17. User Engagement​

User or customer engagement is a measure of how your customers interact with your product or service as well as you as a brand. It is an overarching term that encompasses time spent, frequency, and level of engagement with a brand, its product, website, app, social media, and other marketing channels. Even a call to a contact center is a form of user engagement, and when it comes to engagement, quality and timely responses are important.

As a metric, user engagement can provide insights to brands on how effective their products or services are in meeting customer needs and assist in highlighting areas for improvement. Boiled down to its core, user engagement is a measure of how valuable customers find a product or service, which is something all brands want to know.

18. Return Rate​

Return rate, also referred to as the “repeat visit rate,” is the percentage of users who return to a mobile app, software product, or website over a specific period of time.

The benchmark for a good return rate depends on the industry, but it is safe to say that the higher the return rate, the better. The return rate is an indicator of customer satisfaction and loyalty, and when customers continue to return to you, it means that you are providing them with value.

19. In-App Purchases​

While this metric may only be applicable to some, in-app purchases refer to the buying of additional content or features within an app. A common example is gamers spending real money to buy an extra life or a new power in a gaming app.

Not only are in-app purchases a good source of revenue for app companies, but they are also a good indicator of engagement. In the gaming app example, only users who are truly invested in the game would spend actual money on something they can only use inside the game. As such, in-app purchases can inform brands of customer engagement and customer health.

20. User-generated content (UGC)​

UGC looks at the volume of content created and shared by your customers or audience that features your brand or products. Dylan Duke, founder and CEO of Glewee, puts the importance of UGC simply: “People trust people, not marketers, and consumers turn to UGC as they would their friends, family, or a professional network.”

Measuring UGC involves tracking mentions, hashtags, and content shared by users across various platforms—including social media posts, Google reviews, and customer testimonials.

To improve this metric​

• Encourage and incentivize your audience to create and share content related to your brand
• Showcase user-generated content on your website and social media
• Engage with your customers by acknowledging and sharing their contributions
• This will ultimately foster a loyal and active community.

Related Reading​

• Digital Customer Journey Mapping
• Customer Journey Analysis
• Ecommerce Customer Journey
• B2B Customer Journey
• Customer Journey Orchestration
• Omnichannel Customer Journey
• Saas Customer Journey
• Marketing Automation Customer Journey
• Customer Journey Optimization
• Micro Moments Customer Journey
• Customer Journey Research
• Customer Journey Automation
• Customer Journey Insights
• Customer Journey Dashboard
• Customer Journey Personalization
• Customer Journey Best Practices

9 Types of Tools for Tracking Customer Journey Metrics​

1. Customer Journey Mapping Tools​

Customer journey mapping tools are essential for businesses to visualize and document customer experiences across various touchpoints. For instance, tools like Rengage, Smaply, and Canvanizer offer a visual representation of the customer journey. By tracking metrics such as touchpoints and behavior maps, businesses can identify areas of improvement, optimize the customer journey, and increase loyalty and retention.

2. CRM Software​

Customer Relationship Management (CRM) software, such as monday sales CRM, Engagebay, Kayako, Hiver, and Tenfold, help businesses track customer interactions across all channels. By incorporating sales, marketing, and customer support data, businesses can create a comprehensive view of the customer journey. This data is helpful in identifying trends in customer behavior and preferences, allowing a more personalized and efficient approach to customer interactions.

3. Website Analytics Platforms​

Website analytics platforms, including Google Analytics and other tools, provide insights into customer behavior on websites. Metrics like bounce rates, traffic sources, and impressions can help businesses understand how users engage with their online platforms. These insights are crucial in optimizing the customer journey, enhancing the user experience, and ultimately increasing conversions and customer retention.

4. Customer Feedback Tools​

Gathering customer feedback is crucial for improving the customer journey. Tools like CSAT surveys and Net Promoter Score (NPS) tracking help collect feedback from customers through surveys, reviews, and other means. By analyzing this feedback, businesses can identify pain points in the customer journey, make necessary adjustments, and enhance overall customer satisfaction.

5. Data Analytics Platforms​

Data analytics platforms like Salesforce Pardot and Amperity help businesses analyze customer data from various sources. By integrating data from CRM systems, customer surveys, and website analytics, businesses gain a comprehensive understanding of customer behavior and preferences. This data is crucial for optimizing the customer journey, tailoring marketing strategies, and increasing customer engagement and retention.

6. Customer Service Software​

Help desk solutions like Kayako and customer messaging platforms provide real-time data for tracking customer interactions. By monitoring customer queries, feedback, and support requests, businesses can identify areas for improving customer service and overall customer satisfaction. This data helps streamline processes, address customer pain points, and enhance the overall customer journey.

7. Marketing Automation Tools​

Marketing automation tools automate workflows and notifications based on customer interactions. For example, tools like monday sales CRM and Hiver can track email activity, website visits, and other customer engagement metrics. By automating responses and personalizing communication, businesses can enhance customer relationships, increase engagement, and optimize the customer journey.

8. Customer Engagement Score Card Tools​

Customer engagement scorecard tools like CFN Insight and UXPressia CJM help businesses track customer satisfaction, retention rates, and lifetime value. By monitoring these key metrics, businesses can gauge the effectiveness of their customer journey strategies, identify areas for improvement, and enhance overall customer experiences.

9. Data Visualization Tools​

Data visualization tools like Microsoft Visio and SuiteCX help present complex customer journey data in a clear and visual manner. By visualizing customer journey data, businesses can easily identify areas for improvement, track progress, and make informed decisions about optimizing the customer journey.

6 Best Practices for Tracking and Utilizing Customer Journey Metrics​

1. Setting Clear Goals​

Setting clear goals, objective, and KPI's aligned with the business needs and understanding the customer journey is a crucial aspect of tracking customer journey metrics. Clear goals allow us to track the journey of our customers effectively and draw a holistic picture of their experience with our brands.

2. Understanding Your Customers​

Conducting research to understand customers' behaviors, motivations, and preferences is critical for optimizing the value of tracking customer journey metrics. It provides valuable insights into what customers love and what they dislike. Through this understanding, it's easier to improve the customer experience across all touchpoints.

3. Integrating Feedback Across All Touchpoints​

Integrating feedback across all touchpoints is imperative for actionable customer journey insights. This allows you to track customer interactions across all channels, pinpoint areas of friction, and improve the customer experience. By integrating customer feedback tools with your website or support software, you can identify patterns in customer behavior that could be missed when viewing channels in isolation.

4. Leveraging Technology​

Leveraging technology such as CRM systems and analytics platforms is crucial for capturing, analyzing, and acting upon customer experience data. By tracking customer interactions and transactions, businesses can understand customer behavior and preferences. Similarly, analytics platforms can identify trends, customer sentiments, and areas of friction within the customer journey. This enables businesses to take strategic actions that improve the customer experience.

5. Acting on the Data​

Acting on customer journey metrics data is where the real value lies. By using insights to drive action, businesses can address immediate issues, implement strategic changes based on customer feedback and behavior trends, and ultimately improve the overall customer experience. Closing the feedback loop by informing customers about the changes made based on their feedback enhances customer satisfaction and loyalty, fostering a more genuine relationship with customers.

6. Keeping It Continuous​

Recognizing that customer experience measurement is a continuous, cyclical process is crucial for businesses. Customer expectations and market dynamics evolve over time, and what satisfies customers today may not suffice tomorrow. Continuous measurement allows businesses to stay ahead of these changes, adapt their strategies, and exceed customer expectations.

This ongoing process involves regularly updating measurement tools and metrics, soliciting continuous feedback, and staying agile to respond to new insights. It also involves fostering a culture that values customer feedback and sees customer experience improvement as a shared goal across the organization.

Related Reading​

• Customer Lifecycle Management Software
• Customer Journey Mapping Tools
• Customer Journey Management
• Braze Alternative
• Fullstory Alternatives
• Adobe Analytics Alternatives
• Customer Journey Analytics Tools
• Iterable Competitors
• Marketo Alternatives
• Onesignal Alternatives
• Clevertap Alternatives
• Bloomreach Alternatives
• Customer.io Alternatives

Create Personalized Experiences That Drive Loyalty and Growth with Rengage — Book A Free Demo Today​

Transforming Customer Interactions with Personalized Experiences​

Rengage Journey Moments provides insights into your micro-segments, enabling you to understand your customer base better. By having a comprehensive view of your segments, you can personalize your marketing efforts, improving engagement and retention. This feature allows you to target specific groups of users with tailored messaging and offers, increasing the likelihood of conversion and long-term loyalty.

Intuitive Multi-Channel Marketing Automation with Journey Builder​

Rengage's Journey Builder feature empowers businesses to create personalized, multi-channel marketing campaigns effortlessly. By automating the process, you can engage with your customers at the right moment, through the right channel, and with the right message. This automation helps you to scale your interactions, ensuring that each customer receives the personalized attention they deserve.

Insights Prediction and Attribution with Rengage​

Rengage enables businesses to predict the effectiveness of their marketing campaigns and attribute successes to specific customer journey touchpoints. By understanding which interactions drive conversions, you can optimize your journey, increasing the likelihood of customer retention and revenue growth. This feature empowers businesses to make data-driven decisions, enhancing their marketing strategies and overall customer experience.