MyMapSaaS Customer Journey Map
The prompt
Create a SaaS customer journey map from trial to advocacy
Make your own version
About the framework
Trace the transition from evaluation to regular use
Awareness, Trial, Conversion, Retention, and Advocacy divide the sample into five stages. Three actions per stage follow a prospective customer through searching, importing data, testing features, comparing plans, subscribing, inviting teammates, and recommending the product.
Emotion entries shift from frustration with an existing tool to evaluation, confidence, productivity, and loyalty. Touchpoints include comparison sites, an onboarding wizard, pricing, support, and a referral program. These are features of the hypothetical SaaS journey, not a list of MyMap product capabilities.
Tailor the map around the job your customer wants to complete. Define what makes a trial successful and what brings the customer back, then replace the advocacy activities with those that fit your audience.
What's included
What you get
- Five stages from solution awareness to product advocacy
- Fifteen actions across evaluation, purchase, and ongoing use
- Trial touchpoints for onboarding, help documentation, and chat
- Retention and advocacy entries for teams, feedback, and referrals
SaaS Customer Journey Map
✦ Free preview · Sign in to use
Frequently asked questions
Common questions
How is this different from an onboarding-only map?
This example starts before signup and continues after purchase into retention and advocacy. Trial onboarding is only part of the journey.
Does Conversion require a sales call?
The example lists a sales demo among its actions. Replace that step if your customers subscribe without speaking to sales.
How can I make the Retention stage more specific?
Name the recurring task customers perform and the result they expect. Replace generic daily use with that task, then add the obstacles that interrupt it.
SaaS Customer Journey Map
Free to start. No credit card required.