Planning Campaigns for the Entire User Lifecycle
Email campaigns are one of the best ways to build relationships with your users at scale — not only from the day they opt into your marketing content to the day they sign up for your product, but across their entire experience as your customer. From showing users features they might not have known about (thereby increasing user engagement), to asking them to invite colleagues or friends to sign up for a trial (increasing referrals), the possibilities to deliver value and build trust are endless.
However... endless possibility can be overwhelming. If the possibilities of lifecycle emails are so endless, you might be thinking, where should I even start? My to-do list is so long, I’ll never have time to tackle something this ambitious.
There’s good news: getting started with lifecycle emails can be ridiculously simple. The foundations don’t need to be complicated.
We strongly recommend that you put just 1-2 simple campaigns in place first, then layer on more sophisticated campaigns gradually — making your overall communication strategy more engaging and effective, bit by bit.
There are three main levels of lifecycle email setup:
- Level 1. Plan your first campaign
- Level 2. Plan additional campaigns across your customer journey
- Level 3. Optimize your campaigns for happier customers and better results
It helps to use Dave McClure’s pirate metrics (Acquisition, Activation, Retention, Referral, Revenue: AARRR) to determine what campaigns you should send to nudge users toward each stage of your customer journey.
We recommend to plan your campaigns alongside properties and events. Download these free worksheets to speed up the process.
Level 1. Plan your first campaign
Since Userlist.io is built specifically for managing users who already signed up for your product, we can safely assume your users have passed the Acquisition stage — hooray!
Once they’ve signed up for your product, they need to be “activated.” Your activation goal is to help users get value from your product as quickly as possible (also known as reaching the “Aha” moment).
If they never reach “Aha,” they’ll never fully onboard or become a paying customer.
For this reason, the first lifecycle campaign you’ll create is your onboarding campaign. It should include the following:
- An email that welcomes the new user, and gives them the resources needed to take the first step toward the “Aha” moment
- Subsequent emails that guide the user, step-by-step, toward the “Aha” moment
If you’re not sure what “Aha” moment you should guide users toward, you may want to spend some time simply viewing your user activity and identifying key patterns. What paths do your most successful users take? Where do people get stuck?
You can start by investigating your user activity, and consult this workshop by Forget the Funnel for actionable advice on the topic. Full-text campaign templates for this stage can be found in this article.
Level 2. Plan additional campaigns across your customer journey
Sending an onboarding campaign is a standard practice in SaaS. But many companies never communicate with their users after onboarding, leaving tons of opportunity on the table.
Here are some campaigns to consider sending post-onboarding, to nudge more of your users toward the remaining pirate metrics (Retention, Referral, Revenue).
What do people need to do to keep coming back & engaging with you?
- Send a campaign to users who’ve just upgraded to a paid plan, and could use some help getting the most out of your premium features
- Send a rescue campaign to users who’ve just canceled their paid plan, asking if something went wrong and whether your team can help
How can successful customers help spread the word?
- Send NPS (Net Promoter Score) campaign, asking users to rate their satisfaction with your product
- Follow up with users who replied with a score of 8-10, asking them to write a review of your product or refer a friend
- Follow up with users who replied with a score of 5-7, letting them know about features or functionality they may not have been aware of
- Follow up with users who replied with a score of 1-4, asking what’s gone wrong and offering to help
How can you increase a customer’s LTV?
- Send a campaign to users who never upgraded to a paid plan after their trial, demonstrating the value your premium features could provide
- Send a campaign to users on low-tier plans, demonstrating the value a higher-tier plan could provide
- Send a “switch to annual” campaign, letting users who pay monthly know about the benefits of paying annually
You can find full-text email templates for each stage in this article:
Level 3. Optimize your campaigns for happier customers and better results
Once you’re sending email campaigns across the entire user lifecycle, you’ll start seeing which emails work, and which fall flat. At this point, it’s time to tweak and test your campaigns to improve open rates, click-through rates, and ultimately, increase your count of successful customers.
Below you’ll find a few ways to start optimizing your campaigns.
Create different versions of a campaign, tailored to different customer segments
- Do you have customers across very different industries?
- Do customers have multiple use cases for your product?
- Can different types of users interact with your product (e.g., an account owner vs. an account team member vs. an account guest)?
If any of the above are true for you, consider swapping out one of your general campaigns for a series of separate campaigns, each tailored to a particular customer segment, use case, or user type. This will allow you to make each version of the campaign much more relevant, specific, and useful to the user reading it — ultimately increasing the likelihood that they’ll take action.
Survey your customers to better understand their problems, needs, and desires
Writing emails that resonate with your users requires a deep understanding of how they think and feel, and the words they use to describe their situation. Once you can mirror a user’s language, you can write an effective email.
To do this, consider sending a short survey to your customers to learn…
- What was going on in their world that led them to your product
- The pain they expected your product to eliminate for them
- The happy surprises they’ve found while using your product
- The words that keep occurring naturally
Once you’ve gathered some survey data, you’ll find tons of ways you could tweak and improve your campaigns: new subject lines, new body copy, new CTAs, and potentially even new delivery timing.
These external resources can be helpful: