Customer Journey Analytics Software
What is Customer Journey Analytics Software?
Customer journey analytics software, also known as customer experience analytics software, offers a complete picture of a customer’s online behavior. It tracks a customer’s digital path from their initial engagement, through such actions as subscribing to a newsletter or signing up for a trial to completing a purchase. It captures all customer activity during that journey, across multiple channels, and identifies every customer touchpoint. Customer journey mapping software supplements this knowledge by visualizing all the steps in a customer’s journey.
These tools are used by marketing teams and customer experience professionals to better understand their customer’s interests and needs. The end-to-end data is analyzed, offering insights on how to improve the customer experience, increase engagement, and optimize conversions. It helps companies deliver a personalized experience that increases customer satisfaction and brand loyalty.
In addition to providing a complete overview of a customer journey, customer journey analytics software analyzes different experiences within the customer journey.
User Experience (UX) – how the customer engages with a website or application.
Discovery – tracking the steps the customer goes through as they discover and learn more about your product or service.
Purchase Tracking – captures product order and revenue metrics.
Delivery and Service – the customer experience with product/service delivery and support.
Customer Journey Analytics Software Features
Most customer journey analytics tools will provide the following features:
Analytics dashboard and reporting
Customer journey visualization
Alerts and notifications
Integration with CRM, marketing automation, and sales software
Cloud-based, hybrid, or on-premises installations
Customer Journey Data
Real-time tracking and capture of customer journey touchpoints and their related data across all channels
Data integration into a centralized platform
Ability to drill down, sort, filter, aggregate, and group customer journey data
Analytics & AI
Complete customer journey analysis
Customer behavior analytics
Dynamic customer segmentation
Evaluates the effectiveness of touchpoints or campaigns on conversion rates
Retention – identifies which features customers like and what creates ‘stickiness’
Customer Journey Analytics Software Comparison
When purchasing customer journey analytics software consider the following:
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.
Pricing is usually based upon actions per month. Pricing for entry-level plans begins at $10 per month and ranges to over $5,000 a month for enterprise solutions. Many vendors require obtaining a quote for enterprise products. Free trials are often available.
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Frequently Asked Questions
Customer journey analytics software provides valuable insights that help businesses achieve the following benefits:
- Provides a unified view of the customer experience
- Enhances personalization and targeting efforts
- Increases customer engagement
- Improves customer experience
- Reduces customer churn
- Raises customer satisfaction
- Increases brand loyalty
- Shortens the buying cycle
- Identifies cross-selling and up-selling opportunities
- Contributes to higher conversion rates
- Increases revenue
- Maximizes customer lifetime value (clv)
- Improves decision making