The customer journey maps all touchpoints and interactions a customer has with a brand throughout their relationship. Understanding this journey helps affiliates identify optimal intervention points, messaging strategies, and content opportunities for maximum impact.
In SaaS businesses, customer journeys often include awareness, consideration, trial, purchase, onboarding, adoption, renewal, and advocacy phases. Each phase presents different opportunities for affiliate involvement and value creation, requiring tailored approaches and content.
Journey mapping helps affiliates understand customer needs, pain points, decision factors at each stage, and the role they can play in improving the customer experience. This insight enables more effective content creation, timing optimization, and personalized marketing approaches that align with customer needs.