Customer's Funnels - The Big Picture

The big picture is all about what you do for every customer in his way to becoming active and loyal VIP (Loyal customer funnel/flow).

The following diagram show you the movement a customers needs to go in order to reach that goal.

In my previous post I spoke about stages in customer's life cycle, now I want to show you the big picture.

This diagram was built for an online gaming company

1. Every customer will come from an external campaign that will bring him to your site.
2. Then he will go through the signup process (could be 4 stages - will talk about it in a different post)
3. After that he goes into the conversion funnel - where the goal is to make him do his first purchase
4. FTD funnel is where our goal is to make the customer trust your software and make his next few deposits
5. Reactivate funnel - is where we try to activate customers that didn't purchase for a long time
6. Loyal customers flow - where you want most of your customers to be.

In the next series of posts I will explain about each and every funnel.

Have a good day.

Comments

Signup process, how to do it right!

Every flow, campaign you do should have KPIs , but most of all it should have a purpose. When we work on the signup flow we need to understand that the purpose is 100% clients that start the signup flow will complete it. This means your signup flow should be KISS (keep it stupid/super simple). In the signup flow we usually need the basic information of a customer, like: 1. Full name 2. Email 3. Phone number 4. Birthday 5. Country 6. City 7. Zip Code 8. Gender An example of a signup flow: The above diagram describes a nice signup flow: 1. On the first step you fill in your email and password (could be separated into two steps) 2. Step 2 you will need to fill in your full details, in the meantime you will receive a confirmation email. 3. Step 3 you will need to verify your phone number The email confirmation step is not part of the signup process. This email should have only one purpose, confirming the customer's email. Don't make it long or explain abo

What the FUCK is churn rate?

What the fuck is churn rate and why is it so important for your company? Wikipedia tells us: "Churn rate (sometimes called attrition rate), in its broadest sense, is a measure of the number of individuals or items moving out of a collective group over a specific period. It is one of two primary factors that determine the steady-state level of customers a business will support. The term is used in many contexts, but is most widely applied in business with respect to a contractual customer base. For instance, it is an important factor for any business with a subscriber-based service model, including mobile telephone networks and pay TV operators. The term is also used to refer to participant turnover in peer-to-peer networks. Churn rate is an important input into customer lifetime value modeling, and can be part of a simulator used to measure ROI using marketing mix modeling ." When you look at your churn rate you know how is your retention performing. How

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After learning what is the RFM algorithm in my previous post . I would like to write today about my adjustments and improvements that helped me during these years as an online marketer. I call it the Priority Potential RFM or just PPRFM . P - Priority (who to contact first) P - Potential (predicting lifetime value of a customer) R – Recency (most recent deposit) F – Frequency (how many times he deposited) M – Monetary (Lifetime Deposits) Please see attached diagram I did for an online gaming company: Remember we are not changing the RFM algorithm we are just adding two new add-ons. Priority - everything should work according to who do you want to contact first and why. Potential - In this section you put everything you think might influence a customer to buy your product or not. It can be various things so try to think what are the characteristics that differentiate your purchasing customers from your customers that still didn't buy from you and segment them

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