{"id":111506,"date":"2024-09-16T19:07:24","date_gmt":"2024-09-16T19:07:24","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-engagement-framework\/"},"modified":"2026-02-26T11:23:14","modified_gmt":"2026-02-26T11:23:14","slug":"customer-engagement-framework","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-engagement-framework\/","title":{"rendered":"Building Your Customer Engagement Framework: All You Need to Know"},"content":{"rendered":"<p><a href=\"https:\/\/userpilot.com\/blog\/customer-engagement\/\">Customer engagement<\/a> and customer retention go hand in hand. Having a customer engagement framework in place will make it easier to organize your customer engagement efforts and track their results.<\/p>\n<p>In this article, we&#8217;ll show you what a customer engagement framework looks like, go over the five stages of customer engagement, and look at a few customer engagement strategies that you should use for your own SaaS products!<\/p>\n<h2 id=\"ca4vk\">Summary of customer engagement framework<\/h2>\n<ul>\n<li>Customer engagement strategies can help build stronger relationships with your users and turn them into brand advocates down the line.<\/li>\n<li>A <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement model<\/a> or framework makes organizing and deploying various customer engagement strategies easier along the <a href=\"https:\/\/userpilot.com\/blog\/b2b-saas-customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>.<\/li>\n<li>There are five customer engagement stages: acquisition, activation, adoption, retention, and revenue\/advocacy.<\/li>\n<li>A <a href=\"https:\/\/userpilot.com\/blog\/customer-relationship-management-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer&#8217;s relationship<\/a> with a SaaS business can shift from purely transactional to loyalty\/advocacy over time.<\/li>\n<li>Personalizing your in-app onboarding flows to focus on the features that are most relevant to a user&#8217;s job-to-be-done will make the earliest stages of the <a href=\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">journey\/lifecycle<\/a> feel more contextual and boost customer engagement down the line.<\/li>\n<li>Finding the right <a href=\"https:\/\/userpilot.com\/blog\/best-tools-for-customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">tools for your customer engagement<\/a> campaign will help you execute the various strategies you intend to employ.<\/li>\n<\/ul>\n<h2 id=\"2uqdk\">What is a customer engagement framework?<\/h2>\n<p>A customer engagement framework is an approach that SaaS businesses use to <a href=\"https:\/\/userpilot.com\/blog\/digital-customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">engage customers<\/a> and build stronger relationships with them. Effective customer engagement frameworks can increase trial-to-paid conversion rates, improve customer satisfaction, raise revenue per customer, and yield higher retention rates.<\/p>\n<p>Customer engagement frameworks map out the <a href=\"https:\/\/userpilot.com\/blog\/user-engagement-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">user engagement strategies<\/a> that you&#8217;ll use across the entire customer journey (and all respective <a href=\"https:\/\/userpilot.com\/blog\/user-engagement-funnel\/\" target=\"_blank\" rel=\"noopener noreferrer\">funnel stages<\/a>). These frameworks can either be created digitally or offline, with some companies even combining both mediums.<\/p>\n<h2 id=\"fbtm1\">What are the 5 stages of customer engagement?<\/h2>\n<p>Understanding the needs of your users and <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyzing the customer journey<\/a> are both key parts of nurturing brand loyalty \u2014 which will keep churn rates low in the long run. Everything from behavioral analytics to <a href=\"https:\/\/userpilot.com\/blog\/microsurveys-saas-product\/\" target=\"_blank\" rel=\"noopener noreferrer\">microsurveys<\/a> can be used to measure customer experience.<\/p>\n<p>That said, engaging customers is a multi-stage process that can&#8217;t be accomplished with analytics alone. Let&#8217;s take a closer look at the five key stages of customer engagement so you can achieve better business outcomes with your engagement efforts.<\/p>\n<h3 id=\"2ume6\">Acquisition stage<\/h3>\n<p>The first stage of the customer experience is the acquisition phase. As such, this is where you should start when trying to improve customer engagement. A customer&#8217;s first interactions with a company, like <a href=\"https:\/\/userpilot.com\/blog\/sign-up-page-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">signing up<\/a> and creating their account, will have a lasting impact on how they perceive the product.<\/p>\n<p>To ensure that the early customer experience is both seamless and contextual, you should track your acquisitions by channel. This will let you know where each user comes from and why they showed interest in your product in the first place.<\/p>\n<p>As a result, you&#8217;ll be able to select the engagement tactics that are the best fit for the specific <a href=\"https:\/\/userpilot.com\/blog\/product-led-acquisition\/\" target=\"_blank\" rel=\"noopener noreferrer\">acquisition channel<\/a> or <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">job-to-be-done (JTBD)<\/a>. A few engagement strategies you could use for users in the acquisition stage include:<\/p>\n<ul>\n<li>AI chatbots<\/li>\n<li>Frictionless signup flows<\/li>\n<li>Real-time assistance<\/li>\n<\/ul>\n<h3 id=\"7u3ph\">Activation stage<\/h3>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/customer-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation stage<\/a> starts right after a user has their first &#8220;<a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Aha moment<\/a>&#8221; and realizes the value that your product provides. They&#8217;re not quite at the point of habitual use yet, but the core value of your product has been uncovered and utilized at least once.<\/p>\n<p>When you engage customers in this stage, the core goal is always <a href=\"https:\/\/userpilot.com\/blog\/increasing-feature-engagement-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">increasing feature engagement<\/a>. The more features they interact with (and get value out of), the easier it will be to move them to the next stage: adoption.<\/p>\n<p>A few engagement strategies that you can employ for users who are currently in the activation stage include:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/in-app-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app onboarding flows<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/email-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Welcome email sequences<\/a><\/li>\n<li><a href=\"https:\/\/docs.userpilot.com\/article\/34-customizing-ui-patterns-in-a-flow\" target=\"_blank\" rel=\"noopener noreferrer\">UI patterns<\/a> like tooltips\/highlights (to drive feature discovery)<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-activation-playbook-saas_ab04d76c8d341706014ff34e7d19430a_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/user-activation-playbook-saas_ab04d76c8d341706014ff34e7d19430a_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-activation-playbook-saas_ab04d76c8d341706014ff34e7d19430a_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/user-activation-playbook-saas_ab04d76c8d341706014ff34e7d19430a_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-activation-playbook-saas_ab04d76c8d341706014ff34e7d19430a_800.jpg\" alt=\"User activation onboarding playbook SaaS\" \/><\/picture><\/figure>\n<h3 id=\"anthb\">Adoption stage<\/h3>\n<p>Once customers go from realizing the value of your product to habitually using it for their needs, you know they&#8217;ve entered the <a href=\"https:\/\/userpilot.com\/blog\/product-adoption-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">adoption stage<\/a>. Some SaaS companies start to reduce expenditure on their marketing strategy at this stage, but that&#8217;s a big mistake.<\/p>\n<p>Both new and existing customers have the ability to generate fresh revenue for your business. By promoting secondary features, increasing the time spent on your product, and giving your customers more value out of the product, you&#8217;ll create new <a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upsell opportunities<\/a>.<\/p>\n<p>Remember, the stickiest features on your product aren&#8217;t always the most visible. To keep the <a href=\"https:\/\/userpilot.com\/blog\/user-adoption-flywheel\/\" target=\"_blank\" rel=\"noopener noreferrer\">adoption flywheel<\/a> turning, you should help your users overcome feature blindness with UX flows that help them find new ways to use your software.<\/p>\n<p>There are a few ways you could drive <a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">account expansion<\/a> from users in the adoption stage:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/microvideos-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Tutorial microvideos<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/freemium-to-premium\/\" target=\"_blank\" rel=\"noopener noreferrer\">Premium feature trials<\/a><\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/new-feature-announcement-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">New feature announcements<\/a><\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-adoption-flywheel-saas_5827356e541cb67fe1f4f347c03499ec_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-adoption-flywheel-saas_5827356e541cb67fe1f4f347c03499ec_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-adoption-flywheel-saas_5827356e541cb67fe1f4f347c03499ec_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-adoption-flywheel-saas_5827356e541cb67fe1f4f347c03499ec_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-adoption-flywheel-saas_5827356e541cb67fe1f4f347c03499ec_800.png\" alt=\"User adoption flywheel SaaS\" \/><\/picture><\/figure>\n<h3 id=\"ctktd\">Retention stage<\/h3>\n<p>The customer experience doesn&#8217;t end at the point of adoption. In fact, it&#8217;s only the beginning in the grand scheme of things, as <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-2021\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a> will be the focus throughout the majority of the customer journey.<\/p>\n<p>In fact, high churn rates resulting from poor service cost companies <a href=\"https:\/\/newsroom.accenture.com\/news\/us-companies-losing-customers-as-consumers-demand-more-human-interaction-accenture-strategy-study-finds.htm\" target=\"_blank\" rel=\"nofollow noopener\">over $1.5 trillion annually<\/a> in the US alone. <a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">Increasing your retention rate<\/a> by just a few percent can have a huge impact on your revenue and growth rate, which is why patching any funnel leaks is <em>crucial<\/em>.<\/p>\n<p>Here are a few engagement tactics that you can use as customer retention <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">strategies<\/a>:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Churn surveys<\/a> (to identify root causes)<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/saas-pricing-models\/\" target=\"_blank\" rel=\"noopener noreferrer\">Annual pricing model<\/a> (with discounts on yearly plans)<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Self-service support options<\/a><\/li>\n<\/ul>\n<h3 id=\"78aoq\">Revenue (advocacy) stage<\/h3>\n<p>Once users have adopted your product and you&#8217;ve resolved most of the issues driving <a href=\"https:\/\/userpilot.com\/blog\/customer-churn-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">user churn<\/a>, all that&#8217;s left is to nurture brand loyalty. The more loyal customers you have, the higher the likelihood of <a href=\"https:\/\/userpilot.com\/blog\/word-of-mouth-wom\/\" target=\"_blank\" rel=\"noopener noreferrer\">word-of-mouth marketing<\/a> due to <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer advocacy<\/a>.<\/p>\n<p>In essence, the advocacy stage is where you get the chance to grow customer relationships beyond the transactional nature and transition towards creating brand advocates that will vouch for your product long-term.<\/p>\n<p>A few engagement strategies you could deploy in this final stage include:<\/p>\n<ul>\n<li>Customer loyalty programs<\/li>\n<li>Business case studies<\/li>\n<li>Building relationships through customer communication<\/li>\n<\/ul>\n<p>Bear in mind that a customer loyalty program will only work if the rewards offer enough incentive to refer other customers to your business. Most companies offer either cash or subscription discounts to those who refer new customers.<\/p>\n<h2 id=\"blql9\">Key strategies to build your customer engagement framework<\/h2>\n<p>Building out a framework for your <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-marketing-strategies-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement strategies<\/a> is an absolute must. Customer engagement marketing strategies take a lot of time (not to mention money) to execute, so organizing your efforts to get the highest ROI is more than worthwhile.<\/p>\n<p>Let&#8217;s take a closer look at the seven strategies in the sections below.<\/p>\n<h3 id=\"5t5oc\">1. Acquisition: Create engagement opportunities to drive toward the Aha moment<\/h3>\n<p>Figuring out which channels customers initially engaged with your brand through (such as social media, email newsletters, website traffic, or online forums) is the best place to start.<\/p>\n<p>Once you&#8217;ve identified these channels, you can integrate <a href=\"https:\/\/userpilot.com\/blog\/micro-interaction-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">micro-interactions<\/a> into the channel \u2014 which is just a fancy term for things like social media polls, email surveys, or gated content on your website.<\/p>\n<p>Your goal should be to reduce the <a href=\"https:\/\/userpilot.com\/blog\/time-to-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">time-to-value<\/a> for new users and get them to their &#8220;<a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Aha moment<\/a>&#8221; as soon as possible.<\/p>\n<h3 id=\"brdtv\">2. Acquisition: Display social proof<\/h3>\n<p>Users that have been acquired but are still on the fence as to whether or not your product is valuable enough to continue using are more common than you might think. As such, using social proof can help tip the scales of skeptics toward adopting your product permanently.<\/p>\n<p>Showcasing behavior from your <a href=\"https:\/\/userpilot.com\/blog\/power-users\/\" target=\"_blank\" rel=\"noopener noreferrer\">power users<\/a>, highlighting use cases, publishing case studies, sharing testimonials\/reviews, and other forms of social proof will speed up the <a href=\"https:\/\/userpilot.com\/blog\/value-realization\/\" target=\"_blank\" rel=\"noopener noreferrer\">value realization<\/a> process \u2014 taking users to their activation point in a fraction of the time.<\/p>\n<h3 id=\"718ga\">3. Activation: Onboard users in-app<\/h3>\n<p>In-app onboarding comes down to one thing: teaching users how to interact with your product. In-app flows are the most common (and effective) method for doing this. These could include:<\/p>\n<ul>\n<li>Primary onboarding flows<\/li>\n<li>Interactive walkthroughs<\/li>\n<li>Step-by-step product guides<\/li>\n<\/ul>\n<p>You can use <a href=\"https:\/\/userpilot.com\/blog\/in-app-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app messages<\/a> or UI\/UX patterns like <a href=\"https:\/\/userpilot.com\/blog\/onboarding-tooltips-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">tooltips<\/a> to help build these flows in a user-friendly format. Following other <a href=\"https:\/\/userpilot.com\/blog\/client-onboarding-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">best practices<\/a>, like adding an <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist<\/a>, can make customer engagement marketing easier by getting off on the right foot with new users.<\/p>\n<p>Kommunicate has mastered the art of segmentation, which helps them manage customer communication and engagement efforts more efficiently with their in-app flows:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/kommunicate-in-app-onboarding-example-saas_0ceff456ff76c54faf8ade8c3e201ee6.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/kommunicate-in-app-onboarding-example-saas_0ceff456ff76c54faf8ade8c3e201ee6.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/kommunicate-in-app-onboarding-example-saas_0ceff456ff76c54faf8ade8c3e201ee6.gif\" alt=\"Kommunicate in-app onboarding flow SaaS\" \/><\/picture><\/figure>\n<h3 id=\"6nb7p\">4. Activation: Personalize interactions<\/h3>\n<p>Creating a personalized experience is one of the easiest ways to get ahead of the competition, fulfill product goals, and capitalize on customer engagement patterns. Of course, personalization is only possible if you have the right user segmentation systems in place.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-user-segmentation-dashboard_d8535da7975dcb47570efb321207da00.gif 1x, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-user-segmentation-dashboard_d8535da7975dcb47570efb321207da00.gif 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-user-segmentation-dashboard_d8535da7975dcb47570efb321207da00.gif 1x, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-user-segmentation-dashboard_d8535da7975dcb47570efb321207da00.gif 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-user-segmentation-dashboard_d8535da7975dcb47570efb321207da00.gif\" alt=\"Userpilot segmentation dashboard\" \/><\/picture><\/figure>\n<p>You should be segmenting users both at an in-app level as well as on external channels like email to ensure a consistent experience for each segment across all platforms. <a href=\"https:\/\/userpilot.com\/blog\/personalization-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Personalized interactions<\/a> lead to more <a href=\"https:\/\/userpilot.com\/blog\/positive-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">positive customer experiences<\/a> and a more memorable (sticky) product overall.<\/p>\n<p>Monday is a perfect example of how personalization can be implemented, leading to <a href=\"https:\/\/userpilot.com\/blog\/increase-user-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">increased user engagement<\/a> down the line:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/monday-personalization-saas_7b0e78ff984b726ab92149c20ebdc91a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/monday-personalization-saas_7b0e78ff984b726ab92149c20ebdc91a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/monday-personalization-saas_7b0e78ff984b726ab92149c20ebdc91a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/monday-personalization-saas_7b0e78ff984b726ab92149c20ebdc91a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/monday-personalization-saas_7b0e78ff984b726ab92149c20ebdc91a_800.png\" alt=\"Monday personalization SaaS landing page example\" \/><\/picture><\/figure>\n<h3 id=\"88ffs\">5. Adoption: Nurture with contextual flows<\/h3>\n<p>Once customers get to the adoption stage, they should be able to expand their scope of usage beyond the product&#8217;s basic features\/tools. <a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Continuous onboarding<\/a> is a boon when it comes to feature discovery and product adoption.<\/p>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">secondary (or even tertiary) onboarding flow<\/a> gives you the chance to cover more advanced (but equally sticky) features that you didn&#8217;t have time to bring up during the initial product walkthrough.<\/p>\n<p>You could use in-app feature callouts, <a href=\"https:\/\/userpilot.com\/blog\/new-feature-announcement-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature announcements<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/launch-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">launch messages<\/a>, interactive walkthroughs, and email sequences to further your feature discovery goals. If you really want to maximize <a href=\"https:\/\/userpilot.com\/blog\/product-usage\/\" target=\"_blank\" rel=\"noopener noreferrer\">product usage<\/a>, limit your flows to features that are relevant to the user.<\/p>\n<p>You could determine which features they&#8217;re most likely to connect with through <a href=\"https:\/\/userpilot.com\/blog\/welcome-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome surveys<\/a> or look at their <a href=\"https:\/\/userpilot.com\/blog\/behavioral-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">behavioral analytics<\/a> to see which features they&#8217;ve been getting the most value out of thus far.<\/p>\n<p>For example, Userpilot uses checklists to help customers discover and adopt new features after they&#8217;ve reached their <a href=\"https:\/\/userpilot.com\/blog\/customer-activation\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation point<\/a>:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-onboarding-checklist_c9749a90f9032340384effe74931cb52_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-onboarding-checklist_c9749a90f9032340384effe74931cb52_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-onboarding-checklist_c9749a90f9032340384effe74931cb52_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-onboarding-checklist_c9749a90f9032340384effe74931cb52_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-onboarding-checklist_c9749a90f9032340384effe74931cb52_800.jpg\" alt=\"User onboarding checklist SaaS Userpilot\" \/><\/picture><\/figure>\n<h3 id=\"4o3r4\">6. Retention: Ask for feedback<\/h3>\n<p>There&#8217;s nothing wrong with collecting <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> at earlier stages of the user journey (as long as it doesn&#8217;t add too much friction to your primary onboarding flow), but these insights are especially important during the retention stage.<\/p>\n<p>Customers at the retention stage have enough experience with your product to offer truly actionable feedback. Implement in-app, email, or web-based surveys to collect feedback from users.<\/p>\n<p>Generally, <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a> tend to be the most reliable way to reach users since they&#8217;re already actively using the product. You can also look at online reviews for your product, check to see what users mention on online forums, and even review support tickets.<\/p>\n<p>This will give you a holistic and omnichannel sense of both positive <em>and<\/em> negative feedback from your entire user base.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/customer-engagement-framework-collect-feedback-surveys_ef3e09fd10a7bedbe58ce7f67b67818b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-engagement-framework-collect-feedback-surveys_ef3e09fd10a7bedbe58ce7f67b67818b_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/customer-engagement-framework-collect-feedback-surveys_ef3e09fd10a7bedbe58ce7f67b67818b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-engagement-framework-collect-feedback-surveys_ef3e09fd10a7bedbe58ce7f67b67818b_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/customer-engagement-framework-collect-feedback-surveys_ef3e09fd10a7bedbe58ce7f67b67818b_800.png\" alt=\"Customer engagement feedback collection surveys\" \/><\/picture><\/figure>\n<h3 id=\"bgpih\">7. Revenue (advocacy): Introduce loyalty and referral programs<\/h3>\n<p>In a perfect world, <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer loyalty<\/a> would stem solely from having an excellent product. However, with so many platforms, tools, and solutions vying for consumer attention, it&#8217;s not realistic to expect users to become brand advocates without a gentle nudge on your part.<\/p>\n<p>Incentivizing customer loyalty with points, discounts, gifts, extra resources, acknowledgment emails, and gamified leaderboards are all viable ways to <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">encourage advocacy<\/a> among your users. You should also consider setting up referral programs.<\/p>\n<p>Referral programs are a win-win scenario since they reward existing users while simultaneously helping you acquire new customers. Evernote has been known to incentivize users when asking them to invite friends to the popular note-taking platform:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/evernote-referral-program_b3e23c16c952b1cb0505209029ec456f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/evernote-referral-program_b3e23c16c952b1cb0505209029ec456f_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/evernote-referral-program_b3e23c16c952b1cb0505209029ec456f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/evernote-referral-program_b3e23c16c952b1cb0505209029ec456f_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/evernote-referral-program_b3e23c16c952b1cb0505209029ec456f_800.png\" alt=\"Evernote referral program\" \/><\/picture><\/figure>\n<h2 id=\"ca7ck\">Summing up<\/h2>\n<p>As you can see, deploying customer engagement strategies is a lot easier when you&#8217;re able to isolate user segments, identify specific goals, and split-test various elements to maximize customer satisfaction.<\/p>\n<p>If you&#8217;re ready to personalize customer experiences and collect insightful customer data, then it&#8217;s time to <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">get your free Userpilot demo today<\/a>!<\/p>\n<div class=\"poptin-embedded\" data-id=\"4557169bcced2\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A customer engagement framework is an approach that SaaS businesses use to engage customers and build stronger relationships with them. In this article, we&#8217;ll show you what a customer engagement framework looks like, go over the five stages of customer engagement, and look at a few customer engagement strategies you should use for your own SaaS products!<\/p>\n","protected":false},"author":24,"featured_media":111507,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[332,4979,869,285,4980,251,316,694,245],"class_list":["post-111506","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-customer-engagement","tag-customer-engagement-framework","tag-customer-journey","tag-customer-retention","tag-engagement-strategies","tag-retention-tools","tag-user-engagement","tag-user-engagement-strategies","tag-user-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium 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