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Self-Serve Insights

Forget User Journey Maps, Use This Technique Instead
User Value
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Forget User Journey Maps, Use This Technique Instead

User Journey Maps are an abstract representation of how users get from Point A to Point B. The more abstract they are, the less realistic. On the other hand, one of the most realistic ways to map out a pathway is to document the NECESSARY screens that users have to interact with to make progress. Looking at the drop-off from screen to screen also gives you a realistic picture of where you're losing the most users.

Churn Getting Worse? You Need a Churn-Based Feedback Loop
Metrics
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Churn Getting Worse? You Need a Churn-Based Feedback Loop

To better manage churn you need to go from looking at the behavior of your entire customer base to looking at the behavior of the new customers you're bringing in.

Why Early Lifecycle Churn Is Your Biggest Opportunity
Metrics
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Why Early Lifecycle Churn Is Your Biggest Opportunity

One of the best ways to decrease churn is to focus on the early customer lifecycle — that's when churn is usually the worst, especially in a self-serve context.