Onboarding Journeys
Building a separate journey for expired trials
Build an expired-trial path from verified access and billing states, with clear entry, exit and current-message checks.
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Onboarding Journeys
Onboarding Journeys
Choosing the first lifecycle journey to build
Select a first lifecycle journey using customer need, data reliability, send controls, readiness and a measurable outcome.
Onboarding Journeys
Choosing the first useful action after signup
Choose an achievable first action that advances the customer’s signup goal, can be recognised as progress and leads to a clear next step.
Onboarding Journeys
Connecting signup intent to a first-purchase message
The first purchase-oriented message should follow the reason a person signed up.
Onboarding Journeys
Coordinating education with a likely replenishment date
Education and replenishment answer different questions.
Onboarding Journeys
Customer milestone and expansion journeys
Plan customer milestone journeys that recognise progress, check upgrade relevance, protect support conversations and measure expansion fairly.
Onboarding Journeys
Defining activation events that indicate real progress
Choose an activation event tied to a customer's first meaningful result, specify it precisely and check what it says about progress.
Onboarding Journeys
Designing customer onboarding journeys
Design an onboarding journey around a useful customer result, with relevant help, clear entry and exit rules, and checks for outdated messages.
Onboarding Journeys
First-purchase lifecycle journeys
Build a first-purchase journey from signup and buying signals, then stop prospect messages when an order is placed.
Onboarding Journeys
Handling abandoned account creation separately from abandoned checkout
An abandoned account setup and an abandoned checkout indicate different unfinished tasks.
Onboarding Journeys
Handling customers who move backwards in a journey
Handle reversals and corrected events by preserving history, updating current state and reviewing queued journey messages.
Onboarding Journeys
Matching the next message to a customer's current question
Use current evidence to choose a message that answers one likely customer question without assuming an unverified motive or task status.
Onboarding Journeys
Measuring time to value across onboarding cohorts
Define a first useful result, align onboarding cohort clocks and compare both time to value and the share of customers who reach it.
Onboarding Journeys
Post-purchase customer education journeys
Post-purchase education should help a customer use what they bought.
Onboarding Journeys
Preventing customers from restarting a completed journey
Define completion and re-entry by person, account or task so duplicate events do not replay a finished lifecycle journey.
Onboarding Journeys
Removing competing messages from an onboarding sequence
Audit onboarding messages for repeated or contradictory requests, set a priority for each customer situation and correct the send rules.
Onboarding Journeys
Sequencing product education after delivery
The useful order for product education follows what the customer can do now.
Onboarding Journeys
Using customer actions to stop unnecessary guidance
An education journey should stop asking a customer to do something they already did.