{"id":186770,"date":"2024-05-21T09:51:32","date_gmt":"2024-05-21T09:51:32","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/"},"modified":"2026-03-10T22:25:34","modified_gmt":"2026-03-10T22:25:34","slug":"customer-lifecycle-management-best-practices","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/","title":{"rendered":"8 Customer Lifecycle Management Best Practices"},"content":{"rendered":"<p>Following customer lifecycle management best practices can lead your company to <a href=\"https:\/\/userpilot.com\/solutions\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">retain more users<\/a> and increase customer lifetime value.<\/p>\n<p>But what are these best practices and how can you implement them?<\/p>\n<p>Let\u2019s explore customer lifecycle management (CLM), its phases, and the best practices you can apply in SaaS without coding!<\/p>\n<h2 id=\"ds21r\"><strong>What is customer lifecycle management?<\/strong><\/h2>\n<p><a href=\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer lifecycle management <\/a>(CLM) is a strategic approach for tracking, analyzing, and optimizing customer interactions throughout their entire relationship with your company.<\/p>\n<p>This involves tracking and optimizing every stage of the <a href=\"https:\/\/userpilot.com\/blog\/user-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a>\u2014from acquisition to post-sale support and retention\u2014to enhance customer satisfaction, increase customer loyalty, and maximize <a href=\"https:\/\/userpilot.com\/blog\/ltv-optimization\/\" target=\"_blank\" rel=\"noopener noreferrer\">lifetime value<\/a>.<\/p>\n<h2 id=\"4n46a\"><strong>Stages of the customer lifecycle management process<\/strong><\/h2>\n<p>The customer lifecycle management process has a structure that starts with understanding each part of the cycle. Each stage focuses on different aspects of the customer experience, and they include:<\/p>\n<ul>\n<li><strong>Acquisition<\/strong>: This is the stage where potential customers become new users. It involves marketing campaigns, promotions, and outreach efforts to create awareness and generate leads.<\/li>\n<li><strong>Activation<\/strong>: When new users become active users through <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding processes <\/a>or live demos. The goal is to make users realize the value of your product.<\/li>\n<li><strong>Adoption<\/strong>: Where customers start using your product regularly. The focus here is on enhancing the customer experience and providing <a href=\"https:\/\/userpilot.com\/blog\/proactive-help\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive support<\/a>.<\/li>\n<li><strong>Retention<\/strong>: This is when customers stay engaged and satisfied over the long term. This involves continuous <a href=\"https:\/\/userpilot.com\/blog\/in-app-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a>, updates, and <a href=\"https:\/\/userpilot.com\/blog\/secondary-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">secondary onboarding<\/a>.<\/li>\n<li><strong>Expansion and Advocacy<\/strong>: Here, customers are encouraged to purchase additional products through <a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upsells<\/a>, and share their positive experiences with others with referral programs and communities<\/li>\n<\/ul>\n<p><!-- This container is the main wrapper for the quiz on customer lifecycle management best practices. --><\/p>\n<div id=\"userpilot-quiz-container\"><!-- The progress bar will be updated via JavaScript. --><\/p>\n<div id=\"up-progress-bar-container\">\n<div id=\"up-progress-bar\" style=\"width: 25%;\"><\/div>\n<\/div>\n<p><!-- This div will hold all the quiz steps. --><\/p>\n<div id=\"up-quiz-content\"><!-- Question 1 (Initially Visible) --><\/p>\n<div class=\"up-quiz-step\" style=\"display: block;\" data-step=\"1\">\n<h3>How do you currently personalize the new user experience?<\/h3>\n<div class=\"up-answers\"><button class=\"up-answer-btn\">We use welcome surveys to segment and tailor onboarding<\/button><br \/>\n<button class=\"up-answer-btn\">We have a one-size-fits-all product tour for everyone<\/button><br \/>\n<button class=\"up-answer-btn\">We don&#8217;t currently personalize the initial experience<\/button><\/div>\n<\/div>\n<p><!-- Question 2 (Initially Hidden) --><\/p>\n<div class=\"up-quiz-step\" style=\"display: none;\" data-step=\"2\">\n<h3>How do your users get help when they&#8217;re stuck?<\/h3>\n<div class=\"up-answers\"><button class=\"up-answer-btn\">They use an in-app resource center to find answers<\/button><br \/>\n<button class=\"up-answer-btn\">They have to leave our app to read help docs<\/button><br \/>\n<button class=\"up-answer-btn\">They primarily rely on contacting our support team<\/button><\/div>\n<\/div>\n<p><!-- Question 3 (Initially Hidden) --><\/p>\n<div class=\"up-quiz-step\" style=\"display: none;\" data-step=\"3\">\n<h3>How do you collect customer feedback throughout their journey?<\/h3>\n<div class=\"up-answers\"><button class=\"up-answer-btn\">We trigger targeted, in-app surveys at key moments<\/button><br \/>\n<button class=\"up-answer-btn\">We send out occasional email surveys<\/button><br \/>\n<button class=\"up-answer-btn\">We wait for customers to proactively give us feedback<\/button><\/div>\n<\/div>\n<p><!-- Final Result\/CTA (Initially Hidden) --><\/p>\n<div class=\"up-quiz-step\" style=\"display: none;\" data-step=\"4\">\n<h3>Master every stage of the customer journey.<\/h3>\n<p>Effective customer lifecycle management best practices involve personalizing the journey, offering proactive, self-service support, and collecting feedback at the right time. Userpilot makes it easy to implement these strategies with no-code tools for segmentation, interactive guidance, and in-app surveys.<\/p>\n<p><a id=\"up-cta-btn\" href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_self\">Learn How Userpilot Can Help<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<p><!-- Link to the JavaScript file. Remember to update this path. --><br \/>\n<script defer src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2024\/05\/customer-lifecycle-management-best-practices.js\"><\/script><\/p>\n<h2 id=\"5dfh\"><strong>8 Best practices when creating a customer lifecycle management strategy<\/strong><\/h2>\n<p>That said, let\u2019s go over 8 best practices and see how you can apply them in your customer lifecycle management strategies:<\/p>\n<h3 id=\"4nup8\"><strong>Personalize customer experience from the start<\/strong><\/h3>\n<p>Personalization opens the door to driving more customer success and increasing customer retention\u2014leading to a smoother lifecycle.<\/p>\n<p>In fact, according to a <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"nofollow noopener\">McKinsey study<\/a>, 76 to 78% of consumers are more likely to purchase, recommend, and make repeat purchases from companies that personalize the customer experience.<\/p>\n<p>In SaaS, this could mean presenting features that a CMO would find valuable, or automatically skipping others that an engineer might not need.<\/p>\n<h3 id=\"2k3rh\"><strong>How to implement it?<\/strong><\/h3>\n<p>The best way to personalize CX is by <a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">segmenting your user base<\/a> and designing a relevant product experience for each.<\/p>\n<p>For instance, you can use a <a href=\"https:\/\/userpilot.com\/blog\/welcome-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome survey<\/a> to gather information such as the user\u2019s industry, their role within their organization, or their main motivation for using your product. Then craft an onboarding path that addresses their specific <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">jobs-to-be-done (JTBD)<\/a> and responsibilities.<\/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\/welcome-survey_d352de4f992ec028ec42ef248d5e9d92_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-survey_d352de4f992ec028ec42ef248d5e9d92_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-survey_d352de4f992ec028ec42ef248d5e9d92_800.png 1x, https:\/\/images.storychief.com\/account_6827\/welcome-survey_d352de4f992ec028ec42ef248d5e9d92_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-survey_d352de4f992ec028ec42ef248d5e9d92_800.png\" alt=\"welcome survey customer lifecycle management best practices\" \/><\/picture><\/figure>\n<p>Creating a welcome survey with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/p>\n<h3 id=\"doleg\"><strong>Enhance customer onboarding with interactive guidance<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app guidance<\/a> is a very engaging way to onboard users effectively. It helps users understand your product better and enhances their experience by encouraging exploration.<\/p>\n<p>So instead of showing a <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthrough-vs-product-tour\/\" target=\"_blank\" rel=\"noopener noreferrer\">generic product tour<\/a> that users are likely to skip, you can implement an<a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\"> interactive walkthrough<\/a> to guide users step-by-step with <a href=\"https:\/\/userpilot.com\/blog\/progressive-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">progressive onboarding<\/a>.<\/p>\n<h3 id=\"8vula\"><strong>How to implement it?<\/strong><\/h3>\n<p>To do this, identify the features that are core to your product and align with your user\u2019s jobs to be done. Then use a no-code builder (like Userpilot) to create UI patterns (tooltips, modals, hotspots, etc) to <a href=\"https:\/\/userpilot.com\/blog\/customer-education-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">educate customers<\/a> about each of these features. And finally, set them up to pop out when a customer starts engaging with said feature.<\/p>\n<p>For example, Groupize used Userpilot to <a href=\"https:\/\/userpilot.com\/blog\/gamification-example-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">gamify<\/a> their <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a> by creating a <a href=\"https:\/\/userpilot.com\/blog\/gamification-example-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Groupize<\/a> Interactive Assistant\u2014G.G.\u2014ready to help Groupize users through the app\u2019s interactive elements.<\/p>\n<p>This assistant offers help through <a href=\"https:\/\/userpilot.com\/blog\/product-tours-tools-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding tours<\/a>, step-by-step checklists, as well as live chat, LinkedIn page, and email\u2014getting users through the onboarding in an interactive way.<\/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\/interactive-assistant-groupize_1c94e847f2595e3beba5dcde5dd405be_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/interactive-assistant-groupize_1c94e847f2595e3beba5dcde5dd405be_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/interactive-assistant-groupize_1c94e847f2595e3beba5dcde5dd405be_800.png\" alt=\"interactive assistant customer lifecycle management best practices\" \/><\/picture><figcaption>Groupize\u2019s interactive assistant.<\/figcaption><\/figure>\n<h3 id=\"4li18\"><strong>Segment existing customers for better customer relationship management<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer segmentation<\/a> is not only key for personalization, it&#8217;s also a medium for monitoring, analyzing, and managing your user\u2019s lifecycle.<\/p>\n<p>These segments can be created based on different criteria, this can include:<\/p>\n<ul>\n<li>Demographics.<\/li>\n<li>Survey responses.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/what-is-user-behavior-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">In-app behavior<\/a> and activity.<\/li>\n<li>JTBDs.<\/li>\n<li>Journey stage.<\/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\/follow-up-support-flow-settings_383c0a50d96e4aeeab5d6e5be295ae5f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/follow-up-support-flow-settings_383c0a50d96e4aeeab5d6e5be295ae5f_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/follow-up-support-flow-settings_383c0a50d96e4aeeab5d6e5be295ae5f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/follow-up-support-flow-settings_383c0a50d96e4aeeab5d6e5be295ae5f_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/follow-up-support-flow-settings_383c0a50d96e4aeeab5d6e5be295ae5f_800.png\" alt=\"segmentation customer lifecycle management best practices\" \/><\/picture><figcaption>Creating user segments with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"8nitn\"><strong>How to implement it?<\/strong><\/h3>\n<p>There are many ways to segment users. First of all, you need a tool like Userpilot to segment users, then decide what criteria (NPS responses, in-app behavior, etc) you need to perform your strategy. This can involve:<\/p>\n<ul>\n<li>Defining detractors who replied negatively to an <a href=\"https:\/\/userpilot.com\/blog\/nps-survey-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS survey,<\/a> and then create targeted campaigns for them.<\/li>\n<li>Segmenting users who skipped the <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding process<\/a> and are now stuck, then design an <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app flow<\/a> to try to guide them again and re-engage them.<\/li>\n<li>Track behavioral data of active <a href=\"https:\/\/userpilot.com\/blog\/freemium-conversion-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">free trial users<\/a>, then set up an in-app upgrade message to trigger when they reach the usage limit.<\/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\/upgrade-tooltip_24b8330847ccf9548f30836e8fb6721d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/upgrade-tooltip_24b8330847ccf9548f30836e8fb6721d_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/upgrade-tooltip_24b8330847ccf9548f30836e8fb6721d_800.png 1x, https:\/\/images.storychief.com\/account_6827\/upgrade-tooltip_24b8330847ccf9548f30836e8fb6721d_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/upgrade-tooltip_24b8330847ccf9548f30836e8fb6721d_800.png\" alt=\"upgrade prompt customer lifecycle management best practices\" \/><\/picture><figcaption>Adding an upgrade prompt with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"378uu\"><strong>Offer self-service options to enhance customer experience<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Self-service support <\/a>allows users to learn at their own pace, access relevant resources, and troubleshoot issues independently.<\/p>\n<p>It prevents users from leaving your app to solve their issues and experiencing friction, and as a result, it ends up elevating the customer experience.<\/p>\n<h3 id=\"9743n\"><strong>How to implement it?<\/strong><\/h3>\n<p>A great way to offer self-service support is through an <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app resource center<\/a>, as it serves as a comprehensive repository of help content for new customers.<\/p>\n<p>To create an effective <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-a-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a>:<\/p>\n<ol type=\"1\">\n<li>Identify common issues that make customers drop off and disengage.<\/li>\n<li>Survey your users, review your support tickets, and <a href=\"https:\/\/userpilot.com\/blog\/product-analytics-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">examine your usage data<\/a> to see what\u2019s causing friction and pushing customers away.<\/li>\n<li>Create help resources in different formats to directly tackle these challenges. It can include FAQs, tutorial videos, step-by-step guides, or <a href=\"https:\/\/userpilot.com\/blog\/user-documentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">help articles<\/a>.<\/li>\n<li>Organize your resources in content modules so users can find resources that are relevant to them.<\/li>\n<\/ol>\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-resource-center-editor_677115d52acac599a911171165d078d7_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor_677115d52acac599a911171165d078d7_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-resource-center-editor_677115d52acac599a911171165d078d7_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor_677115d52acac599a911171165d078d7_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-resource-center-editor_677115d52acac599a911171165d078d7_800.png\" alt=\"resource center customer lifecycle management best practices\" \/><\/picture><figcaption>Building a resource center with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"6oqid\"><strong>Collect feedback across the customer journey<\/strong><\/h3>\n<p>The best way to manage the customer lifecycle is by communicating with users throughout their journey and getting customer feedback.<\/p>\n<p>This involves <a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">segmenting your users<\/a> and targeting <a href=\"https:\/\/userpilot.com\/blog\/build-in-app-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys <\/a>such as CES (<a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer effort score<\/a>), CSAT, and <a href=\"https:\/\/userpilot.com\/blog\/nps-saas-complete-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> to understand their points of view.<\/p>\n<p>As a result, you can understand their problems, what they\u2019re expecting to achieve with your product, and where your service excels or falls short.<\/p>\n<h3 id=\"3a4uc\"><strong>How to implement it?<\/strong><\/h3>\n<p>In order to <a href=\"https:\/\/userpilot.com\/blog\/user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect feedback<\/a> that\u2019s the most accurate and honest, it\u2019s important to trigger the right survey at the right time and with the right user.<\/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-survey-settings_a10c448899131dd30df54383142461ea_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-survey-settings_a10c448899131dd30df54383142461ea_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-survey-settings_a10c448899131dd30df54383142461ea_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-survey-settings_a10c448899131dd30df54383142461ea_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-survey-settings_a10c448899131dd30df54383142461ea_800.png\" alt=\"survey targeting customer lifecycle management best practices\" \/><\/picture><figcaption>Targeting surveys with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>One way is to trigger these surveys after every customer interaction\/touchpoint to understand their experience. For example:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES survey<\/a> when a user first interacts with a new feature.<\/li>\n<li>Satisfaction survey for rating the onboarding experience after a user has completed it.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/csat-survey-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">CSAT survey<\/a> after a customer service interaction.<\/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\/csat-survey-support_d0c6f5f1b06c0d904f0172ba8c9c3686_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/csat-survey-support_d0c6f5f1b06c0d904f0172ba8c9c3686_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/csat-survey-support_d0c6f5f1b06c0d904f0172ba8c9c3686_800.png\" alt=\"csat survey support\" \/><\/picture><figcaption>CSAT survey for customer support.<\/figcaption><\/figure>\n<p>This lets you collect feedback that\u2019s relevant to their specific needs, iterate your customer lifecycle management strategy, and close the <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-loop\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback loop<\/a>.<\/p>\n<h3 id=\"33tfi\"><strong>Leverage customer data to offer proactive customer service<\/strong><\/h3>\n<p>Customer data is not only a great way to understand your audience&#8217;s pain points, needs, and desires. It\u2019s also a useful way to provide <a href=\"https:\/\/userpilot.com\/blog\/proactive-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">proactive customer service<\/a>.<\/p>\n<p>This is because you can analyze what\u2019s causing friction, address it, and prevent users from having to search online or reach out to your customer support team or sales team.<\/p>\n<p>As a result, you can solve problems before they happen so users don\u2019t need to experience friction.<\/p>\n<h3 id=\"bj25j\"><strong>How to implement it?<\/strong><\/h3>\n<p>You can offer proactive help depending on your feedback collection method, for instance:<\/p>\n<ul>\n<li>Using <a href=\"https:\/\/userpilot.com\/blog\/conversion-funnel-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">funnel analysis<\/a> to see if there\u2019s a substantial drop in engagement during the onboarding process, and then make it more user-friendly or interactive.<\/li>\n<li>Sending <a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES surveys<\/a> to understand what features are more challenging to use, then trigger in-app guidance so users won\u2019t feel the need to look for help.<\/li>\n<li>Measuring <a href=\"https:\/\/userpilot.com\/blog\/product-usage\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature usage<\/a> to see if there\u2019s a core feature with low engagement, then work on introducing it to users through hotspots, <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists<\/a>, or an enhanced UI.<\/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\/build-contextual-help_e3f405ba5504f495df6f423fa87f3ad9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/build-contextual-help_e3f405ba5504f495df6f423fa87f3ad9_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/build-contextual-help_e3f405ba5504f495df6f423fa87f3ad9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/build-contextual-help_e3f405ba5504f495df6f423fa87f3ad9_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/build-contextual-help_e3f405ba5504f495df6f423fa87f3ad9_800.png\" alt=\"contextual help\" \/><\/picture><figcaption>Adding contextual help with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"eja86\"><strong>Use product analytics to drive customer retention<\/strong><\/h3>\n<p>Measuring your product performance is fundamental for customer lifecycle management.<\/p>\n<p>This process involves using <a href=\"https:\/\/userpilot.com\/blog\/product-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">product analytics<\/a> to track <a href=\"https:\/\/userpilot.com\/blog\/user-behavior-tracking\/\" target=\"_blank\" rel=\"noopener noreferrer\">user behavior<\/a>, visualize the customer lifecycle map, and pay attention to key engagement metrics like churn rate, session length, and user activity.<\/p>\n<p>With proper analytics, you can identify <a href=\"https:\/\/userpilot.com\/blog\/customer-friction\/\" target=\"_blank\" rel=\"noopener noreferrer\">friction points<\/a> in the user journey, understand their patterns, and design a <a href=\"https:\/\/userpilot.com\/blog\/product-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">product experience<\/a> that focuses on retaining customers.<\/p>\n<h3 id=\"f4os5\"><strong>How to implement it?<\/strong><\/h3>\n<p>For CLM, you can perform a customer lifecycle analysis to get a wide view of your user\u2019s journey and <a href=\"https:\/\/userpilot.com\/blog\/user-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">find actionable insights<\/a>.<\/p>\n<p>For this, you need to install an analytics tool like Amplitude or Userpilot that can support different types of reports and <a href=\"https:\/\/userpilot.com\/blog\/saas-dashboard-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">dashboards<\/a>, including:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/funnel-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Funnel analysis.<\/a> <\/strong>A report that illustrates how users advance through the conversion funnel.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/user-path-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Path analysis.<\/a> <\/strong>Which creates a visual on how users navigate through your product, showing their \u201cpath\u201d.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/trend-analysis-reports\/\" target=\"_blank\" rel=\"noopener noreferrer\">Trend analysis.<\/a> <\/strong>Analyzes the trends in product usage and conversions in the last months.<\/li>\n<li><strong>Retention cohorts. <\/strong>Tracks how multiple user cohorts have stayed with your product over the months.<\/li>\n<\/ul>\n<p>With these reports you can, for example, figure out the specific path that your loyal customers took (i.e. the <a href=\"https:\/\/userpilot.com\/blog\/happy-path\/\" target=\"_blank\" rel=\"noopener noreferrer\">happy path<\/a>) and design the product experience to replicate the same path for other users.<\/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\/power-user-conversion-navigation_2ca33e364b6401bccf14da09eba88d6e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/power-user-conversion-navigation_2ca33e364b6401bccf14da09eba88d6e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/power-user-conversion-navigation_2ca33e364b6401bccf14da09eba88d6e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/power-user-conversion-navigation_2ca33e364b6401bccf14da09eba88d6e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/power-user-conversion-navigation_2ca33e364b6401bccf14da09eba88d6e_800.png\" alt=\"path analysis\" \/><\/picture><figcaption>Performing path analysis with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"1u9u7\"><strong>Incentivize loyal customers to encourage product advocacy<\/strong><\/h3>\n<p>To expand brand awareness and <a href=\"https:\/\/docs.google.com\/document\/u\/1\/d\/1qy98iagfM7zImbG7wXnmiH5FtVHnnMK80fDAOgpSiRs\/edit\" target=\"_blank\" rel=\"noopener noreferrer\">word-of-mouth<\/a>, you can set up a loyalty program where customers are awarded points each time they take a desired action, and those points can be exchanged for credits, free months, etc.<\/p>\n<p>These desired actions can involve:<\/p>\n<ul>\n<li>Following you on socials.<\/li>\n<li>Making a purchase.<\/li>\n<li>Writing a review.<\/li>\n<li>Completing surveys.<\/li>\n<li>Bringing referrals.<\/li>\n<\/ul>\n<h3 id=\"a29mh\"><strong>How to implement it?<\/strong><\/h3>\n<p>One way to implement this is to reward your existing users for writing reviews or bringing in referrals through <a href=\"https:\/\/userpilot.com\/blog\/word-of-mouth-wom\/\" target=\"_blank\" rel=\"noopener noreferrer\">word-of-mouth<\/a>.<\/p>\n<p>For this, you can trigger an in-app message to <a href=\"https:\/\/userpilot.com\/blog\/net-promoter-score-definition\/\" target=\"_blank\" rel=\"noopener noreferrer\">promoters<\/a> (i.e. users who responded to NPS surveys with a score of 9 or more) asking them to write a G2 review in exchange for an Amazon gift card.<\/p>\n<p>As a result, you\u2019ll be able to gather more reviews and expand your brand awareness automatically.<\/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\/create-conditional-nps-follow-up-with-userpilot_2c5e790e634a09a419604a2fe340cfca_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-conditional-nps-follow-up-with-userpilot_2c5e790e634a09a419604a2fe340cfca_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/create-conditional-nps-follow-up-with-userpilot_2c5e790e634a09a419604a2fe340cfca_800.png 1x, https:\/\/images.storychief.com\/account_6827\/create-conditional-nps-follow-up-with-userpilot_2c5e790e634a09a419604a2fe340cfca_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/create-conditional-nps-follow-up-with-userpilot_2c5e790e634a09a419604a2fe340cfca_800.png\" alt=\"nps follow up\" \/><\/picture><figcaption>Setting up an NPS survey follow-up with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h2 id=\"2je16\"><strong>Conclusion<\/strong><\/h2>\n<p>When implemented well, these customer lifecycle management best practices will go a long way to retain users and support your business&#8217;s bottom line.<\/p>\n<p>From personalizing the product experience, creating an in-app resource center, and providing proactive customer service, all you need is the right tools to implement them without coding.<\/p>\n<p>Interested in improving your customer lifecycle management? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a Userpilot demo <\/a>to see how you can streamline the whole customer lifecycle!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Following customer lifecycle management best practices can lead your company to retain more users and increase customer lifetime value. But what are these best practices and how can you implement them? Let\u2019s explore customer lifecycle management (CLM), its phases, and the best practices you can apply in SaaS without coding!<\/p>\n","protected":false},"author":55,"featured_media":186772,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[214],"tags":[6153,1682,6154,285,52,201,245],"class_list":["post-186770","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-management","tag-clm","tag-customer-lifecycle","tag-customer-lifecycle-management","tag-customer-retention","tag-product-experience","tag-user-experience","tag-user-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>8 Customer Lifecycle Management Best Practices<\/title>\n<meta name=\"description\" content=\"What are customer lifecycle management best practices and how can you implement them? 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Let&#039;s explore what CLM is and how you can implement it.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/\" \/>\n<meta property=\"og:site_name\" content=\"Thoughts about Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-05-21T09:51:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-10T22:25:34+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/05\/8-customer-lifecycle-management-best-practices_4f27ac0822ba232de387a611a56aee3b_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Linh Khanh\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Linh Khanh\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"11 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/\"},\"author\":{\"name\":\"Linh Khanh\",\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/837ad6c051bf4373e42a8e0091d3d691\"},\"headline\":\"8 Customer Lifecycle Management Best Practices\",\"datePublished\":\"2024-05-21T09:51:32+00:00\",\"dateModified\":\"2026-03-10T22:25:34+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/\"},\"wordCount\":1929,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/05\/8-customer-lifecycle-management-best-practices_4f27ac0822ba232de387a611a56aee3b_2000.png\",\"keywords\":[\"CLM\",\"customer lifecycle\",\"customer lifecycle management\",\"customer retention\",\"product experience\",\"User Experience\",\"user retention\"],\"articleSection\":[\"Product Management\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/\",\"url\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/\",\"name\":\"8 Customer Lifecycle Management Best Practices\",\"isPartOf\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/userpilot.com\/blog\/customer-lifecycle-management-best-practices\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/05\/8-customer-lifecycle-management-best-practices_4f27ac0822ba232de387a611a56aee3b_2000.png\",\"datePublished\":\"2024-05-21T09:51:32+00:00\",\"dateModified\":\"2026-03-10T22:25:34+00:00\",\"author\":{\"@id\":\"https:\/\/userpilot.com\/blog\/#\/schema\/person\/837ad6c051bf4373e42a8e0091d3d691\"},\"description\":\"What are customer lifecycle management best practices and how can you implement them? 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